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!

[RaviN001]

Hello @Ankur Bawiskar , Thank you its working now.  Just wondering if we can use any Business rules to mange with one set of notifications instead of duplicating? Just wanted to check all the possibilities. Thanks again for your help!!

[Ankur Bawiskar]

@RaviN001 

Glad to know that my response worked for you.

Thank you for marking my response as helpful.

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

[Ankur Bawiskar]

@RaviN001 

even if you create some business rule and use gs.eventQueue() you will require those many notifications linked to each event.

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

[RaviN001]

Thanks @Ankur Bawiskar , I was trying to reduce the number of redundant notifications that are similar. but then there is no point of adding extra layer of BR.

[Ankur Bawiskar]

@RaviN001 

That's correct.

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