Parent-Child Notification Inheritance (Case/Case Types)

lakshminere
Tera Contributor

3 weeks ago

Hello All,

I am working with Case Management (CSM) and have a few custom Case Types (child tables, e.g., sn_customerservice_case_ADS).

I have configured several OOTB and custom email notifications directly on the parent Case table (sn_customerservice_case).

My question is:

If an email notification is defined on the parent Case table, should it automatically trigger for all child Case Type records when those child records meet the notification's condition?

Currently, my child Case Type records are NOT triggering notifications that are set up on the parent sn_customerservice_case table. The emails are being skipped, and I don't see any explicit customization on the child tables to block parent notifications.

Is it required to redefine every notification (or duplicate the email events) specifically on the child Case Type tables for them to work?

Any insights or best practices on how notifications should work with Case/Case Type inheritance would be greatly appreciated!

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ayushraj7012933
Tera Expert

3 weeks ago

Notifications on parent won't trigger on child records.

you will require separate notifications on each of those child tables (case types)

If my response helped please mark it correct and close the thread so that it benefits future readers.

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