In CSM Case management can we enable child cases to be created from other child cases?

[Divya Chowdary]

Can we enable child cases to be created from other child cases?

1. Is this just a configuration option/setting?
2. Is this best practice?
3. Is this possible without customization or any another workaround?

[Maik Skoddow]

Hi @Divya Chowdary 

neither it is recommended nor it is possible in the OOTB implementation. And it is not just a simple configuration that would be needed to allow such an advanced scenario. 

Maik

[Amarjeet Pal]

Hello @Divya Chowdary ,

It's not possible to enable this hierarchy solely through standard configuration settings. ServiceNow's OOTB structure generally supports parent-child relationships, but not nested child cases.

Thanks,

Amarjeet Pal

[Robin John]

In simpler terms, imagine cases in ServiceNow CSM like a family tree. A child case depends on its parent case and shouldn't turn into a parent itself. If this ever happens, it's a role reversal that we (ideally) want to avoid. If you notice this, exploring other aspects, like case types, is a good idea to make sure everything aligns correctly. OOTB there is no way to align a child case to become a parent.