Define parent and child case settings

You can track multiple issues for a customer or the same issue that's affecting multiple customers, using parent and child cases. For example, you could track a case where work needs to be done by other departments. The primary case or issue is called the Parent case. Any related cases are called Child cases.

Prerequisites

Make sure that you have the Customer Service Manager, System Administrator, or System Customizer security role or equivalent permissions.

Follow the steps in View your user profile. Don’t have the correct permissions? Contact your system administrator.

Set parent and child case attributes

1. In Dynamics 365, go to one of the apps, and perform the following steps.

   Customer Service admin center

   1. In the site map, select Case Settings in Customer Support. The Case Settings page appears.

   2. Select Manage for Parent child case settings.

   Customer Service Hub - Service Management (deprecated)

   Important

   The Service Management area in Customer Service Hub is deprecated. Use the Customer Service admin center app for admin tasks across Customer Service.

   • In the Service Management site map, select Case Settings in Parent Child Case Settings.

2. In the Case Settings dialog, enter the following details:

   a. Select the case attributes: Select the mandatory case attributes whose values the child case will inherit. Case Title and Customer are mandatory attributes.

   You can view Available and Selected attributes in two lists; use the arrows >, <, >>, and << to move the attributes from one list to another.

   b. Specify closure preference: Select a case closure setting that defines how parent and child cases are closed. Select one of the case closure options for parent and child cases:

   • Close all child cases when parent case is closed: As soon as the parent case is closed, all the child cases are also closed.
   • Don't allow parent case closure until all child cases are closed: The parent case can’t be closed until all the child cases are closed.

   c. Maximum number of child cases: Specify a number that denotes the number of child cases a parent case can have.

   Note

   We recommend that you specify a smaller value for Maximum number of child cases to avoid performance issues when cases are resolved or merged.

3. Select Save.

See also

Create and manage parent and child cases