You might face situation where you receive similar cases and you would not like to pay attention to each case as since the nature of these cases are similar. In such a situation you can create a parent case, identify similar cases and link them as child cases. You can provide a solution to your customer and finally close the parent case and choose if you want to automatically close the associated child cases.
Following are some points to note regarding Parent-Child cases:
- It is possible to create multiple cases associated with one parent case.
- Parent-Child case relationship is used when you want to keep track of multiple issues for a customer or track the same issue for multiple customers.
- It is an easy way to manage cases rather than handling multiple cases of similar nature.
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Parent-Child case settings includes:
- What fields must be populated from parent case when child case is created.
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Closure preferences, such as:
- Parent & Child cases can be closed independent to each other (default).
- Close all Child cases when Parent case is closed.
- Do not allow the Parent case closure until all Child cases are closed.
Scenario:
- After Business Central training, customer’s employees face a lot of challenges in Setting up Business Central.
- So, instead of creating individual cases, a Parent case is created for “Business Central Setup Issues”.
- Whenever a new issue is raised by the customer related to system setup, a child case is created against the parent case.
- After understanding all the issues/scenarios, the Tech Quantum team decided to create a Knowledge Base (training) so all the issues can be resolved.
- Finally, to close all the child cases, the parent case is closed.
Process:
Click Advanced Setting > Settings > Service Management > Parent and Child Case Settings.
In Case Settings:
- Select the attributes that you would like to inherit from parent to child case.
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Specify closure preference, by selecting one of the following:
- <Blank>
- Close all child cases when parent case is closed
- Don’t allow parent case closure until all child cases are closed
NOTE: When you select <Blank>, which is default, all cases (parent or child) have to be closed independently.
In this example, we will select the second option, i.e. “Close all child cases when parent case is closed”.
To test the settings, create a Parent Case and some Child cases. Then resolve the parent case and notice the result on child cases. They, all will be closed simultaneously.
Similarly choose another setting in Parent and Child Case Settings and see what results you get!