When the same incident or concern has been entered into SafeGrounds more than once, it is important that we combine these cases to ensure effective follow-up, documentation, and data management. Any user with permission to delete cases may combine cases, but most often users with a Case Manager designation, or the designated classification owners in an area (see Designated SafeGrounds Contacts will perform this function.
Cases are combined by taking all information captured in multiple cases, and ensuring that it is captured in just one case; then, any duplicate cases are permanently deleted from the system. Generally, it is most effective to either use the first case that was captured in the system, OR to use the case with the most existing information/documentation as the case that is retained. For example, if cases A and B are entered into SafeGrounds on the same day (perhaps Case A is entered through Just Report It, and Case B is directly entered by a staff member), then best practice would be to utilize Case A for ongoing documentation, and delete case B. However, if Case C and Case D both document the same reported incident, but Case D has more detail and contains all follow-up actions that have already taken place to address the incident, the best practice would be to utilize Case D for ongoing documentation, and delete Case C. Ultimately, it is at the discretion of the case manager(s) and/or designated user to determine the most appropriate case to retain, so long as all information is captured before anything is deleted.
Cases can be combined/merged in two ways: Manually, or using the Merge Case function built into the system. The Merge Case function is most efficient, but can only be used if both cases already have the same Case Classification(s) and you have permission to view those Case Classifications.
To merge cases (Move information from one case to another) using the built-in Merge Case functionality:
Identify the case that you wish to retain, and the case that you wish to delete.
Verify that both cases have the exact same Case Classifications
NOTE: JRI Cases do not require matching Case Classifications
While in the case you wish to retain, click on the Merge link in the case menu bar
NOTE: a Warning message will also display on the right to confirm which case will be retained
Use the prompt to enter the case number of the case you wish to delete
From the data tree (listed under Merge Case) select the case elements that should be copied to the case being retained
If the same involved party exists on both cases with different roles the system will retain the involved party role from the case that is being retained
If involved party roles exist on the case that is being deleted but not on the case being retained the system will add them to the case that is being retained.
Click on the Merge button, noting that this action cannot be reversed
The system will do a full export of the case to be deleted and attached to the case being retained
The system will append the incident description for the case being deleted to the case being retained
The system will delete the appropriate case once the merge finishes
Once the merge has been completed:
Verify that appropriate case has been deleted
Verify that the export from the deleted case appears in the attachments manager
Update any new or additional information about the Report (such as date/time, location, etc.) in the case that you retained
Ensure that all Case Owners and/or Team Members on both cases are updated and aware
To merge cases (Move information from one case to another) using the built-in Merge Case functionality:
Identify the case that you wish to retain, and the case that you wish to delete.
In the case you wish to retain, update any new or additional information from the case you wish to delete. This could include adding or editing Involved Parties or Case Types, location, date/time of incident, etc.
Copy the incident description from the case that you wish to delete, and paste it into the Append Description section of the case that you wish to retain (using the Edit Case functionality)
If the Involved Parties are the same for both cases, be sure to add the Reporter from the case you are deleting, as a new or additional Reporter in the case that you are retaining. This means that you will likely have multiple Reporters listed in the case that you will retain.
If there are any Actions or Attachments added to the case that you will delete, add those as Actions or Attachments to the case that you will retain.
Export the case that you wish to delete. Export all parts of the case, which will be saved as a Zipped file.
Save the Exported case as an Attachment to the case you will retain. Select the Attachment Tag Additional Report and appropriately label the Attachment in the body of the Attachment description (best practice is to include the date and reporter of the case you are attaching).
Delete the case that you have Exported, after you’re sure that it has been saved to the case you are retaining. Enter a reason for deleting, which references the case number for the case that you have retained.