Major issue management - Child cases created from Major case doesn't synch priority with parent.

Sagar Bagadi
Tera Contributor

5 hours ago

I am trying to create a set of child cases for a major case. Child case creation works fine but all the child cases have default priority and doesn't synch the priority from the parent( Major case) 
Steps to replicate :
1.Create a major case or accept a major case candidate which is of 1- critical.

2. Add affected customers to recipient list and update major case information.

3.Click "Create child cases" button on case form.

4.Child case are created for the accounts in the affected customer list  with default priority . ( 4-low).

We would like to have the priority synchronized between Major case and its child cases.
Please note that system property "sn_customerservice.case_fields_to_sync" is already configured to synch priority.
Any one faced this issue earlier ?? or any logic behind this behavior?

 

 

 

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pr8172510
Kilo Guru

5 hours ago

Hi Sagar,

Good question — this is a known behavior in Major Issue Management, and it can be a bit confusing.

1. Why priority is not syncing (important)
Even though you’ve configured:

  • sn_customerservice.case_fields_to_sync

 This property only works for ongoing synchronization, not during initial child case creation.

So what’s happening is:

  • Child cases are created with default priority (4 - Low)
  • Sync kicks in only after updates, not at creation time

2. Expected OOB behavior

At the time of clicking “Create child cases”:

  • System uses default values
  • It does not inherit all parent fields automatically

This is why you’re seeing priority mismatch initially.

3. Recommended fix → Business Rule (best approach)

You need to explicitly set priority during creation.

Create a Business Rule on sn_customerservice_case:

  • When: Before Insert
  • Condition: parent is not empty (i.e., child case)

Example:

if (current.parent) {
var parentCase = current.parent.getRefRecord();
if (parentCase) {
current.priority = parentCase.priority;
}
}

This ensures:

✔ Child case gets same priority at creation
✔ Property will handle future sync updates

4. Alternative → Modify creation logic (advanced)

If you want tighter control:

  • Check Script Include used by “Create child cases” button
  • Override/extend logic to copy fields

Not recommended unless necessary (upgrade impact)

5. Validation

After implementing:

  • Create Major Case (Priority = 1)
  • Generate child cases
  • Verify:
    • Created with Priority = 1
    • Updates still sync via property

6. Best practice

✔ Use Business Rule for initial value copy
✔ Use system property for ongoing sync
✔ Avoid modifying OOB core scripts

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