Parent and child cases closure, is documentation right?

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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.

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cmoreno8 25 on at

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RE: Parent and child cases closure, is documentation right?

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!
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RE: Parent and child cases closure, is documentation right?

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.
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RE: Parent and child cases closure, is documentation right?

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.
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Fubar 2,756 on at

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RE: Parent and child cases closure, is documentation right?

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").
cmoreno8 25 on at

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RE: Parent and child cases closure, is documentation right?

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!
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RE: Parent and child cases closure, is documentation right?

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.
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Fubar 2,756 on at

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RE: Parent and child cases closure, is documentation right?

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