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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Allow parent and child...
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Allow parent and child to be independently closed

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Posted on by Carlos ML 50

Hello,

We're working with parent cases and child cases feature. We use parent cases for customer service and child cases for different departments to solve an incident and sometimes customer service doesn't need to wait a resolution of a child case to close the parent case.

I can't configure the closure of parent and child cases independently.

Before it was configured as 'Don't allow parent case closure until all child cases are closed'.

I have seen in https://docs.microsoft.com (Dynamics 365 Customer Service) a note:

pastedimage1594114513883v1.png

pastedimage1594114633985v2.png

I have configured as 'None' but the behaviour is the same, I can't close a parent case if a secondary is active.

Should I change another setting to close cases independently?

Thanks in advance. 

Carlos.

  • Verified answer
    AJ-22040756-0 Profile Picture
    AJ-22040756-0 on at
    RE: Allow parent and child to be independently closed

    Hi Partner,

    if None is selected as mentioned, the behavior is when closing the parent case, it will close the child cases

    Additionally, as of now we cannot close the parent child case independently  as hey are dependent to each other, so we have only 2 options

    • Close all child cases when parent case is closed
    • Don’t allow parent case closure until all child cases are closed

    And the other option would be that when closing the parent case, it will close the child cases if you selected none

    You can mentioned this idea in https://experience.dynamics.com/ideas/

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