Define parent and child case settings

Introduction

In Dynamics 365 Customer Service, you can track multiple issues for a customer, or track 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. Before your service team can start using this feature, you need to go to Service Management and set up a few rules about how information is inherited.

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.

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

    2. Select Manage for Parent child case settings.

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

    a. In Select the attributes, select the case attribute that the child case will inherit from the parent case.

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

    b. In 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. In 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.

Set parent and child case attributes (Customer Service app)

  1. 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.
  2. On the nav bar, choose Microsoft Dynamics 365 > Settings.

  3. Choose Settings > Service Management.

  4. Select Parent and Child case settings.

  5. In the Case Settings dialog box, select the attributes that the child case will be inherit from the parent case.

  6. Using the Parent and Child case settings, specify the information that will be inherited from a parent case to the child case. You can also select a case closure setting that defines how parent and child cases are closed. Select one of the case closure preference for parent and child cases:

    • Close all child cases when parent case is closed: The parent case can’t be closed until all the child cases are closed.

    Note

    If you choose None, parent and child cases are closed independently of each other. This is the default setting.

  7. When you’re done, select OK.

See also

Create and manage parent and child cases