Manage Parent Child Cases in CRM

In Microsoft Dynamics CRM you can manage multiple cases efficiently using parent and child cases. If you want to records same issue for multiple customers, you can open a primary case called parent case and then create a secondary case called child case.

Please consider the following scenario. Multiple customers are calling about to report ‘No water supply’ in an area/postcode related to burst pipeline. Instead of creating a new case for each customer , you can create a master case to record the pipe burst incident and then create child cases when customers call in about to report ‘water supply’ issue in the same area.

Before creating the parent child cases, We can set Parent and Child case settings like the attributes to be copied from parent case to child case and case closure preferences.

Setting–>Service Management–>Parent and Child case Settings

Case Settings

Using Case Settings screen, we will be able to map the fields to be copied automatically from the parent case to child case.

Case Closure Preferences

  • Close all child cases when parent case is closed – Will close all child cases when the parent case is closed. In our above example if the burst pipe is replaced then the water supply issue will be solved. So if we resolving the Parent case then all associated cases are automatically became resolved.
  • Don’t allow parent case closure until all child cases are closed – In this scenario there is a dependency on child cases to resolved the parent case. For example, consider a customer taking his car to a garage for some mechanical work and some painting work. Mechanical working is normally done by the mechanical department and painting will be another department. So if the garage wants to close the case related to the customer , both child case should be resolved.

Now we can create Parent Case

Parent Case

Parent Case

Creating Child case and linking it to Parent Case.

Creating Child case from within Parent Case

Creating Child case from within Parent Case

Child Case

Child Case

Child Case

while creating the child case system will copy all mapped fields from parent case to child case and will automatically set the parent case.

Viewing all child cases from within Parent Case

Viewing child cases  within Parent Case

Viewing child cases within Parent Case

Another method to set Parent and Child cases is to select the cases from Cases Views.

Setting Parent child from cases view

Setting Parent child from cases view

Setting Parent Case 

Setting Parent Case

Setting Parent Case

After setting the Parent case system will set all other selected cases as the child cases of the parent case.

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