Creating a parent case from scratch

You can create a new generic parent case that is not associated with other cases. When you use this method, the new parent case is not associated with an employee. Instead, it uses the configured Parent User ID. After you create the parent case, you can add child cases to it. See Case relationships.

Parent cases can be created from the My Cases report and the Unassigned Cases report.

  1. Click Agent Queue and select the My Cases report or the Unassigned Cases report.
  2. Select Create Parent Case.
  3. Select a population and click OK. If you serve only one population, then you can skip this step.
  4. Complete the case form and click Submit. See The case form and Case form fields.