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Held requests, merging and legal hold

Held requests​

When a unit only takes requests from known contacts, a request from anyone else is held. It's in Held for review and nothing has happened yet: no confirmation email, no automations, no notifications. You can't reply until it's accepted.

  • Accept and register: the request becomes a normal new case, and the sender becomes a registered contact who can send requests directly from now on.
  • Accept once: the request becomes a normal case; the next one from them is held again.
  • Reject: deletes the request and its files, and the sender too if nothing else ties them to you. They aren't told.

Merging​

When the same request came in twice, merge one case into the other. In the … menu at the top pick Merge into another case…, then type the reference of the case to keep or pick one of the requester's other open cases. To merge several at once, select them in the inbox and use Merge in the bar; the oldest is kept unless you pick another.

The messages, notes and files move to the case you keep, along with the labels. The merged case is closed with a link to the other. A requester who opens a merged case sees where it continues.

[!IMPORTANT] Some merges are refused:

  • You can't merge into a closed case (reopen it first), or into one that was itself merged.
  • Only cases from the same requester can be merged, because the requester sees every message and file on the case they keep. When many requesters are affected by the same problem, use an incident instead.
  • A case restricted to staff in certain countries only merges into one that is restricted at least as tightly.

A case under legal hold shows Legal hold next to its status and in its inbox row, with the reason, the date and who set it above the conversation. You work on it as usual, but nothing removes it: housekeeping skips it, its files stay, its requester can't be deleted, and it can't be merged into another case. Whoever holds the Legal holds permission (admins) sets and lifts it in the … menu; see personal data requests.