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Define settings for parent and child cases (Customer Service)

In Microsoft Dynamics 365, 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 a child cases.  Before your service team can start using this feature, you'll need to go into the settings area and set up a few rules about how information will be inherited.


Important

This feature was introduced in CRM Online Spring '14 update and in CRM 2013 Service Pack 1 (on-premises).

Interested in getting this feature? More information: Find your Dynamics 365 administrator or support person


Set parent and child case attributes

  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. Follow the steps for the app you’re using.

    If using the Dynamics 365 web application

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

    2. Choose Settings > Service Management.

    If using Dynamics 365 for Outlook

    1. In the Navigation Pane, choose Settings > Business > Service Management.

  3. Click Parent and Child case settings.

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

  5. 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.

    • 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.


    Note

    If you don’t make a selection, parent and child cases are closed independently of each other. This is the default setting.


  6. When you’re done, click OK.

Applies To

Dynamics 365 (online)

Dynamics CRM Online

Dynamics CRM 2016

Dynamics CRM 2015

Dynamics CRM 2013