Retroactive updates on a child of a major case

[Community Alums]

We have major issue management activated in our instance. 

We also synchronise updates from the major case and the associated child cases with the use of the sn_customerservice.case_fields_to_sync property.

However this note on the documentation Major, candidate, and child cases (servicenow.com) "Note: Child cases can be manually added to a major case at any time. There is no retroactive synchronization for newly added child cases."

Is causing us some issues as Cases linked after updates to the Major Case have been provided are not being synchronised. Has anyone found a good way to work around this?

I thought that Flow might be a good idea, but also aware that there might be a valid reason ServiceNow doesn't offer this as standard which I have not considered.  

[Ratnakar7]

Hi @Community Alums ,

Using Flow is indeed a good idea, and you can design a solution that fits your requirements.

Here's a general approach using Flow:

1. Create a Flow:

   • Design a Flow that triggers on the creation of a child case or on an update that you want to synchronize.
   • Use Flow Designer to create a flow with the necessary conditions and actions.

2. Query and Update:

   • In your Flow, you can use actions to query the related major case based on the child case.
   • Retrieve the information you need to synchronize from the major case.

3. Update Child Case:

   • Use subsequent actions to update the child case with the information retrieved from the major case.

4. Schedule Flow:

   • You might need to schedule the flow to run periodically if you want to handle scenarios where child cases might be created or updated without triggering the flow.

Thanks,

Ratnakar