How do Case Digest/Post Case review get triggered?

[e_wilber]

How do you create a Post Case Review? 

We installed the case digest plugin and it created a UI action "Create Post Case Review" but it doesn't show up on any of our cases (open, resolved, or closed).

I am logged in as the system administrator in my PID. Is there another setting somewhere I need to modify? I did look at the Case properties and there wasn't anything there for digests.

[Yousaf]

Hi ,
This could be the problem 
The system administrator can enable post case review documents for major cases by setting the sn_customerservice.parent_child_case_sync system property to true.

Note: Setting this property to true disables the Create Post Case Review UI action for child cases.

for more details refer to this link 
https://docs.servicenow.com/en-US/bundle/sandiego-customer-service-management/page/product/customer-...

Mark Correct or Helpful if it helps.

Thanks,
Yousaf

[pradeep reddy]

Hi, 

The Send Case Action Summary(CAS) and the Create Post case review(PCR) are available based on the different states of the case

UI Action Availability in different case states:

Case states	NEW	OPEN	IN PROGRESS	AWAITING INFO	RESOLVED	CLOSED	CANCELLED
Send Case Action Summary UI action	Not Available	Available	Available	Available	Available	Not Available	Available
Create Post Case Review UI action	Not Available	Not Available	Not Available	Not Available	Available	Not Available	Not Available

I think the above explanation answers your Query.

Mark Correct or Helpful if it helps.

Thanks and Regards,

Pradeep.