assigning a case to multiple accounts

[bkss]

we often have a situation that pertains to multiple accounts. today, we have to create a case for each account and then update each case for each account as the work on the fix progresses. is there a way to create one case that we can link to multiple accounts?

[sugarcane]

Hello,

the general out of the box usage is that you create a case for each account as they call in. Then, if this is a defect or new feature request, you can create a Bug record. The bug record can be associated to any number of accounts and can also be associated to Cases, so that as you have more accounts that call in with the same issue, you can just associate their case to the already existing Bug and associate the account to it as well.

[bkss]

yes i can see where the accounts<->bugs is a many to many relationship but it seems like the "suggested" way to work is no less painful than what we are doing today. here is an example of a situation where being able to create a case (or a bug, or something else) one time and associate it with a number of accounts. there was a change made in our of our systems that effected about 40 of our customers. some called immediately, but others did not. we have a plan in place to notifiy all the effected customers but in th emeantime we wanted to attach something to the customer record in sugar so that if a customer called, the CSR would be immediately aware of the issue. perhaps what we are trying to do is over kill but if we could create the bug/case once and then select from a list of accounts to attach it to, things would be easier. i guess we don't want to wait until the customer calls in to open the case for them.