If a User accidentally creates a case that is already in the system, a Site or Network Administrator can invalidate the duplicate case. When the case is invalidated, it will no longer appear in lists and will no longer be counted in Reports.
NOTE: This functionality is usually limited to Site and Network Administrators. If you receive a 'You do not have permission...' message when attempting to mark a case as invalid, contact your Site or Network Administrator for further assistance.
IMPORTANT: Before invalidating a case, be sure to copy all important information from the duplicate case to the case you intend to keep.
To invalidate a case, click the case’s current Case Status.
On the following page, scroll down to the bottom of the page and select the option Mark this Case as Invalid. Then, confirm the selection.