Configure copying conversations and case attachments

V9.6.1 and later

Overview

You can copy case conversation items and case attachments from one workflow instance to another. This functionality helps especially when you want to split and merge cases. 

Configure copying case conversations

1. In the Administration site, open the form.
2. Add a Built-In Command activity.
3. Select Case Operations > Copy Case Conversation Items Between Cases.
   
4. Click Next.
5. In the Input Parameters Binding screen, add the following command parameters:
   • workflowInstanceId: the Id of the workflow instance where you want to copy the conversation items.
   • source WorkflowInstanceId: the Id of the source workflow instance from where you want to copy the conversation items. 
   • itemTypes: the types of conversation items you want to copy.
6. Click Finish.

Only Email, Message, and Task in Incoming or Sent states are copied.
Starting V9.8, Comments are also copied.

Configure copying case attachments

1. In the Administration site, open the form.
2. Add a Built-In Command activity.
3. Select Case Operations > Copy Case Attachment Items Between Cases.
4. Click Next.
5. In the Input Parameters Binding screen, add the following command parameters:
   • workflowInstanceId: the Id of the workflow instance where you want to copy the attachments.
   • source WorkflowInstanceId: the Id of the source workflow instance from where you want to copy the attachments. 
   • attachmentIds: the Id of attachments you want to copy.
6. Click Finish.