Parent and child cases closure, is documentation right?

(0) Share

Report

Posted on by cmoreno8

Hello,

Do you know where I could configure that feature?

Exactly, I am looking for that Note:

I don't find a "None" option and the web UI configuration (Config -> Service Admin) of Parent and child case requires me to add an option, Close all child cases when parent case is closed or Don't allow parent case closure until all child cases are closed.

I have the same question (0)

All responses (7)

Answers (2)

Suggested answer

Fubar 2,761 on at

Like (0)

Report

They have moved the settings recently.

Inside the Customer Service Hub app, the menu at the bottom of the left column has a Service Management item, after selecting that Area there is a menu item Parent Child Case Settings

edit: the default setting is nothing sleeted = None

Was this reply helpful? Yes No
Suggested answer

Community Member on at

Like (0)

Report

Hi CML,

If you in this document, you will find another description about the feature of customer service hub above your screenshot.

Apart from two options that document shows, I find that it is blank by default in the Parent Child Case Settings.

The blank option has the same Effects of the ‘None’ that screenshot you provide, which means that parent and child cases are closed independently of each other.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

Was this reply helpful? Yes No
cmoreno8 25 on at

Like (0)

Report

Hi,

I'm sorry, I didn't give the source of the information. I copied from:

docs.microsoft.com/.../define-settings-parent-child-cases

In that article you can find how to configure with Customer Service Hub or Customer Service App.

I know the Customer Service Hub config and I have changed to blank option, but behaviour of parent and child cases is the same that "Don't allow parent case closure until all child cases are closed" option.

I asked about Customer Service App config because is the section where the Note appears, but "None" option doesn't exist and I can't change in legacy web UI neither new UI.

I want to change parent and child cases to close independently and Microsoft Docs explains how to do, but I haven't achieved yet.

Thanks a lot!

Was this reply helpful? Yes No
Verified answer

Fubar 2,761 on at

Like (1)

Report

Think I could see your problem, when I go to Settings->Service Management->Parent and Child Settings

When I select and save an option, I was not able to reselect the blank entry.and then save. However, playing with the dropdown a few times it eventually let me select the blank entry and save.

(note the 'None' is the blank/empty entry not an item with a label = "None").

Was this reply helpful? Yes No
Verified answer

Community Member on at

Like (1)

Report

Hi CML,

In general, if you select blank option, parent and child cases are closed independently of each other.

If not, you can try to clear browser cache or use privacy mode of the browser to test again.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

Was this reply helpful? Yes No
Community Member on at

Like (0)

Report

Hi Partner,

Has the problem been solved? Any updates?

Please click Yes under "Did this answer your question?" to close this thread.

Thanks.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

Was this reply helpful? Yes No
cmoreno8 25 on at

Like (0)

Report

Hello,

I tried all your advices and I can't close cases independently.

Finally I asked my colleagues and they found a worflow that is checking when you are closing a parent case.

Thanks a lot!

Was this reply helpful? Yes No