Editing Case Numbers

Important: Access level permissions must be provided by an administrator for a user to edit a case number.

This feature allows you to change a case number for any case being reviewed. A case number may need to be adjusted to rectify any gaps or to customize a specific number of a case.

There may be gaps in case numbering due to cases being deleted by a user with permissions to do so, or the missing case number was changed to a different number by a user.

Gaps may also occur for the following reasons:

You do not have access to the tier in which the case resides.
You are restricted from the case for various reasons by other system users and/or by the NAVEX screening process.
Your case grid view may have a filter in place which prevents you from seeing all cases.
Your system has multiple tiers, and one tier uses a tier-specific counter while the other tier uses the database counter. The tier-specific counter will always consume a database counter number.

Note: The method your organization uses was determined at implementation. If you have questions about your organizations settings, contact NAVEX Customer Support by submitting a request in the Community.

Editing a Case Number

From the navigation menu, select Cases > All Cases.
Select the desired case, and then select next to General Case Info
In the Case number field, type the new number.
Select Submit

Note: If a user does not see the option to change the case number, you can request this feature be enabled. Administrators can contact NAVEX Customer Support by submitting a request in the Community.