Copy or move interactions to a different case

You can copy or move interactions between casees.

If you move or copy interactions into a case under legal hold, the interactions cannot be deleted from the system. Manual deletion and automated deletion of interactions is not possible.
If you move interactions out of a legal hold case to a case that is not under legal hold, the retention period defined for the case applies to its interactions .
If you do not have the role privilege to Remove Interactions from Legal Hold Cases, you cannot move interactions out of a legal hold case.

Before you begin

Access a case or recycle bin that contains at least one interaction.

Procedure

Select one or more interactions in the list.
From the toolbar above the list, do one of the following:
- Click move interaction to case .
- Click copy interaction to case .

To use an existing case:
1. Select Existing Case.
2. From Name, select the destination case for your selection.
To create a new case:
1. Select New case.
2. Provide a Name and a Description. The name must be unique and is required.
  
  Cases you create in Risk Management always have a Private access level, which means only you can use the case. To grant access to more employees, use Assignment Manager or contact your administrator.
3. If you have permission to place cases under legal hold:
  - To create a legal hold case, select Legal hold. While in a legal holdcase, interactions cannot be deleted from the system.
  - To create a case without legal hold, clear Legal hold.
4. If you do not have permission to place cases under legal hold or if you are creating a case without legal hold, define the Retention period for the case. After the specified number of days, the interactions in the case are deleted automatically.
  - Default value: 180 days
  - Maximum value: 3,650 days (10 years)