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Parent / Child cases associated records

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Posted on by Chirag Gandhi

Hi all,

I wonder if anyone else is facing the same issue as us, whereby the Child Cases sub-grid on our Case form is only giving us the option to See all records.

This is not ideal, as our support agent userbase often wants to expand the sub-grid and see all the child cases relating to the parent. We have looked into the available configurations from both the UCI Form Designer and the Classic Form Designer, neither of which allow us to enable the See associated records sub-grid option.

We have tried following advice given on other forums around using the Form Navigation options to add the relevant relationship from the Relationship Explorer, however the Parent / Child relationship does not appear for selection. I suspect this is because the relationship in question is a self-referencing Many-to-one (see below).

Having said all of the above, my questions now become:

1. Is there a supported OOTB option to achieve our requirement of seeing all child cases associated with the parent case outside of the sub-grid format?

2. Is there another supported method by which we can achieve the desired outcome?

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Chirag Gandhi 30 on at

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RE: Parent / Child cases associated records

I don't have the same option on the Case form. Your screenshot appears to be of an Account form.
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Mohsin Ali 3,614 on at

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RE: Parent / Child cases associated records

Chirag Gandhi - Please below screenshot and try to add Cases into the navigation. Save and publish your form so that See associated records option is coming.
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Mohsin Ali 3,614 on at

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RE: Parent / Child cases associated records

Please check 'Case to Incident' option.

Also, Can you please check if See associated records is not coming for all subgrids?
Chirag Gandhi 30 on at

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RE: Parent / Child cases associated records

Thanks Mohsin Ali for your response. This is what I see in the Related tab.

As you can see, there is no such option to access the associated cases from here.
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Mohsin Ali 3,614 on at

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RE: Parent / Child cases associated records

Click at Related tab and then you will find an option to see related, associated or child case option to see all the relevant cases.