+7Hi Team,
When multiple cases are merged, does the alert order remain unchanged, with the parent case's alert always appearing first, or can the alerts be reordered/shuffled?
If the alert order can change, how can we identify which alert belongs to the parent case?
Thanks.
+16If you move an alert to a new case, it will be ordered based on the alert timestamp (ex. if moved alert is oldest, it will show as first alert and if newest, it will show as last alert).
The moving of alerts is documented on the case wall, so you can tell via the audit event around the move on the wall.
+7Hi
This behavior appears to be valid for automatically grouped alerts. However, for manually merged cases, the behavior seems to be different.
In the screenshot below, the fourth alert appears to be the earliest alert based on the timestamp and would therefore be expected to appear first.
+16Sorry, I was moving alerts from one case to another in my testing as opposed to merging the cases. I will double check with the team and get back to you.
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