Parent-Child Notification Inheritance (Case/Case Types)

[RaviN001]

Hello Community,

I am working with Case Management (CSM) and have several custom Case Types (child tables, e.g., sn_customerservice_case_mytask).

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!

[Ankur Bawiskar]

@RaviN001 

that's correct.

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.

[RaviN001]

Thanks @Ankur Bawiskar , Any other ways to make it better as I need to create same notifications for 6 case types. 

[RaviN001]

I have it configured like this on the case type but the notifications are not triggered. Any ideas?

[Ankur Bawiskar]

@RaviN001 

You will have to repeat the notifications for your 6 case type tables.

For the above it should work fine provided you set correct recipient and that assigned to user has email populated and not locked out and has notification preference enabled

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