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[Request] [Cases] Add incremental id to cases #1758

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@janmonschke

Description

@janmonschke

Description

We are introducing a new property in cases, called incremental id. Think of it as an easy-to-read identifier for cases. Referencing cases by their uuid in conversations is complicated, so we're adding a more readable id. Similar to the ids you see on Github issues.

This new id is assigned in the background and will not be immediately available after case creation because it is generated asynchronously. It cannot be set by the user. When a case is exported, the id will be removed. Users can find cases by their incremental id from the search field in the cases list.

TBD: The UI for the feature might be opt-in for the first release

Screenshots

(Note: Design pending)

The new ID in the cases table

Image

The new ID in the case details page

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Searching for cases by their incremental ID

Image

Background & resources

Which documentation set does this change impact?

ESS and serverless

ESS release

The functionality will be introduced in ESS 8.19 and 9.1

Serverless release

Unknown

Feature differences

The feature is identical in ESS and serverless

API docs impact

(TBD)

Prerequisites, privileges, feature flags

No response

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