Relationship settings

Service center users can manage relationships between cases. The relationship types are parent, child and related.

When cases center on a single issue, designated users can resolve them together and link them in a parent-child relationship. One case serves as the parent, and designated users can link one or more cases to it as children. Cases that share the same parent are referred to as siblings.

Service center users can use case relationships when they open multiple cases for a common issue. For example, when a service center receives multiple calls about a server outage, users can open a case for each call and link the cases through a parent-child relationship.

To create a parent case, agents can create a clone of a case with similar attributes or create a designated parent case from scratch. When an agent clones a case to create a parent, the original case automatically becomes the child case.

When an agent adds a note to a parent case, the agent has the option to automatically copy the note to all open child cases. If case note editing is enabled, the edited note is saved to each open child case as a new note.

The standard business rule states that users cannot close a parent case until all child cases are closed. However, service center roles with cascading case‑closing rights can close a parent case and its pending child cases simultaneously.

Configuring relationship settings

  1. Log in as CMsetup administrator.
  2. Access Case Management from the navigation menu.
  3. Select Administration > Case Management Admin.
  4. Click Application Settings.
  5. In the Relationships area, specify this information:
    Enabled
    Select Yes to enable relationships in the system.
    Agent/ServiceRep
    Select Yes to give users with the Agent/ServiceRep role the rights to close parent and child cases together.
    ServiceMgr
    Select Yes to give users with the ServiceMgr role the rights to close parent and child cases together.
    ServiceAdmin
    Select Yes to give users with the ServiceAdmin role the rights to close parent and child cases together.
    Upload Button
    Specify custom text for the Upload button to be displayed instead of the default Upload label to upload attachments to cases.
  6. Click Update.