Identify existing linked workitem when initiate a email from a linked work item
N
Navaneeth Kumar S
As a user, I have created a linked work item and it has reacehd the other team now. Now other team also tries to write a fresh email to me which will create a linked work item - instead, before creating a linked work item, can the system already identify that there exists a linked work item and would you like to communicate with this.
If not this is a duplicate work item for the initiator
Additionally, we would want the same concept to work for actions also
if any linked work item already exists at case then give open to link the comms to it - rather than directly creating it
And the same goes with sub case and its actions
C
Claudine Richardson
Hi Navaneeth Kumar S,
Thank you for taking the time to share this — it’s really helpful. We understand the value in having the system recognise when a linked work item already exists (for emails and actions, including at case and sub-case level) and prompting users to link their comms to the existing item rather than creating a duplicate.
We’ll review this internally and come back to you if we need any further details.
Thanks again for flagging it.
Kind regards,
Claudine