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Workaround of creating a child case of a child case

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Posted on by KikoDoblado

What would be your recommendation for us to be able to create child cases of a case that is already a child case of a parent case. Basically we need to have the hierarchy of Parent, Children and Grandchildren cases. Thanks

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Hi KikoDoblado,

You can’t use ‘create child case’ button or add child case in on the Case Relationships tab to associate a case to one child case, these two setting will remove from the child case form,which is by-design.

Parent case:

Child Case:

As document said,Only one level of hierarchy is supported for incident hierarchies. You can’t set an incident as a parent while it is a child of another incident.

https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/developer/incident-case-hierarchies

Or you can create custom 1:N relationship between case and itself, and add lookup field or sub-grid in the case from, then you can select any case in any case form.

But all OOB Settings for parent and child case can’t be used for your custom relationship, and I’m not sure it will cause confusion or not or impact other settings,

Regards,

Leah Ju

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prt33k 6,907 on at

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Hi,

If you want to use all case management features then you cannot have 3 levels of the hierarchy OOB.

However, the usual approach is to link 1 to level to 2 and 3 directly.

You can then create a connection between the 2nd and 3rd level; - call the connection role as child case.

So it will appear in the Related Cases tab of the second level child not under child cases - anyway, the child cases tab will be disabled for child cases.

If you have 3 cases like this:

Then you can link Parent and Parent-Child, Parent-Child-Child like this:

While Parent-Child and Parent-Child-Child can be linked like this:

Now that will resolve the display part of the problem - but you still need to write some plugin/workflow to make other processes work like they do in parent-child cases.

Thanks,

Prateek

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