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Creating Child Cases from Parent Cases via Workflow, Making all the links and references to the Parent Case is failing.

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Posted on by Weldarb 9

I am having a world of issues trying to create child cases from parent cases through a workflow. I thought this was a simple workflow but I am missing something.  I'll show what I have done. I need help on how this is actually suppose to be set up?

Step 1: Create a simple workflow that creates a Child Case based on a basic criteria (first part is only completed.) 

8688.Step-1.png

Step 2: Set Properties of the Child Case, set fields to equal the Parent Case. (This doesn't work unless I set the field equal to a case using the lookup. I am using {Case Title(Parent Case{Case))} and {Customer (Parent Case{Case))} neither or which seem to work.

6131.Step-2.png

Step 3: Save & Close/Activate the Workflow and Run it as "On Demand" from the case. Workflow is now a "Real Time Workflow"

Issues: Note the Customer Field below contains an account, however I need it show a Contact which fails as well. 

0755.Step-3.png

Step 4: Switch it back to a Background Workflow > Activate

Issue: I get an error that the "Case is missing a customer" on the Process Session

 4478.Step-4.png
Step 5: To Test the field Change the field to set a default Customer to"A. Datum Corp," instead of the {Customer (Parent Case{Case))} field in workflow which runs fine creating a new case but none of the fields from the parent case are moved over. (ex. "Case Title" or "Parent Case" fields. The case is orphaned and no relationship is set nor is the Title?

Step-5.png

Categories:
Development / Customization / SDK
  • Weldarb Profile Picture
    Weldarb 9 on at
    RE: Creating Child Cases from Parent Cases via Workflow, Making all the links and references to the Parent Case is failing.

    Ok thanks, I ran into a new issue with my Workflow. lol. I'm posting it now.

  • Verified answer
    ashlega Profile Picture
    ashlega 34,473 on at
    RE: Creating Child Cases from Parent Cases via Workflow, Making all the links and references to the Parent Case is failing.

    Yes.

    Although, you might simply have a workflow on the "case" entity(which would be triggered on status change), and, in that workflow, you would have a condition like this:

    "Parent Case" has data AND Status = "Resolved"

    Inside that condition, you might send an email notification(if that's the kind of notification you want)

  • Weldarb Profile Picture
    Weldarb 9 on at
    RE: Creating Child Cases from Parent Cases via Workflow, Making all the links and references to the Parent Case is failing.

    Ok so I could run a workflow on the Parent Case that crates a Task to let me know that a child case was Resolved?

  • Verified answer
    ashlega Profile Picture
    ashlega 34,473 on at
    RE: Creating Child Cases from Parent Cases via Workflow, Making all the links and references to the Parent Case is failing.

    Parent Case - use it when you want to access information about the parent case in your workflow (example: something is happening in the child case, and you want to update the status of your parent case)

    "Child Cases"(numberofchildincidents) seems to be a special field, so I'm not sure. You can create your own rollup field which will calculate the number of child cases:

    technet.microsoft.com/.../dn832162.aspx

  • Weldarb Profile Picture
    Weldarb 9 on at
    RE: Creating Child Cases from Parent Cases via Workflow, Making all the links and references to the Parent Case is failing.

    Ok, that did it, so the workflow is running against the parent case, its generating a child case. Then when do you ever use the Parent Case? I appreciate the answers today, saved by lunch of not my entire afternoon. I saw a field in the entity called "Child Cases," schema name "numberofchildincidents" but it doesn't appear I can add it to the form? I am looking for a way to show the child cases in a meaningful way.

  • Weldarb Profile Picture
    Weldarb 9 on at
    RE: Creating Child Cases from Parent Cases via Workflow, Making all the links and references to the Parent Case is failing.

    Thanks!

  • Verified answer
    ashlega Profile Picture
    ashlega 34,473 on at
    RE: Creating Child Cases from Parent Cases via Workflow, Making all the links and references to the Parent Case is failing.

    PS. As for the "Parent Case", you need to populate that field as well (find it on the form, choose "case" in the lookups on the right side, and put that into the "Parent Case")

  • Verified answer
    ashlega Profile Picture
    ashlega 34,473 on at
    RE: Creating Child Cases from Parent Cases via Workflow, Making all the links and references to the Parent Case is failing.

    Hi Wal,

     try using "Case", not "Parent Case" in that lookup on the right side when selecting values for your new record. Almost everything there is related to the record for which the workflow is running (not to the record which is being created in that step). For your original case, there is no "Parent Case".

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