Parent to child update

[Anusha Medharam]

I have created one parent case with two child cases. In two child cases i have put one child case state in awaiting info . After I have put parent in awaiting info .Whenever I update the patent that update reflect to the independent child also.

I need to stop the update.

[Kieran Anson]

Do you want to disable all syncing between the parent and child? If so the property is 

sn_customerservice.parent_child_ case_sync. If you want to amend which fields sync, edit the following property: 

sn_customerservice.case_fields_to_sync

[Anusha Medharam]

If I false the property total parent and child sync false . I want only awaiting info update stop. Please let me know the solution.

[Kieran Anson]

ServiceNow provides an extension point sn_customerservice.CSCaseSyncHelper.

1. Go to the scripted extension point [sys_extension_point.040078e687022300d6b0a7da0acb0b93]
2. Create a new implementation using the related list UI action
3. Within the script include that has loaded, edit the isCaseSyncEnabled to return true or false on whether sync isn't allowed (for you it'll be a false value returned if the caseGR variable is awaiting info)

[Mark Manders]

I don't really understand your 'in two child cases I have put on child case state in awaiting info'.

You could create something for updating only the task it is referring to (like based on state), but what if both tasks are on awaiting info? Which one will be updated?

A task is meant to assist in solving a case. If more information is needed, you update the task and it updates the Case. OOB there is no update back and the exact reason for that is that the system does not know for which task the incoming information is meant. You will have to choose: the info is added manually to the case task by the agent responsible for the case when the info comes in, or you are updating both tasks (as per your current custom solution).