What is required to synchronize parent to child cases(s) in CSM?

[Bandita1]

Hi All,

What is required to sync parent to child cases in CSM?

1. MIM needs to be installed and someproperties has to be enabled.

2. Its comes with CSM plugin, so nothing more needed.

Can someone help me please?

Regards

Bandita

[Community Alums]

Hi @Bandita ,

1. Navigate to All > Customer Service > Administration > Properties.
2. Enable the Synchronize fields from parent to child case property.
3. In the Comma separated list of fields that synchronize from parent to child cases property, add a comma-separated list of fields that synchronize from the major case to each of the associated child cases.
4. (Optional) The Processes SLA asynchronously during parent to child case creation and synchronization property is enabled by default. Set this property to false to process the SLA synchronously.
5. Click Save.

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Community Alums]

Also,

This plugin requires:

• Customer Service [com.sn_customerservice]
• Targeted Communications [com.sn_publications]
• Task Communications Management [com.snc.task_communication_management]

Major issue management uses the Targeted Communications recipients lists feature to identify impacted customers.

Note: If you have installed the Proactive Customer Service Operations plugin, the Major Issue Management plugin is activated by default.

[MGanon]

Are the Parent > Child updates synchronous/immediate or asynchronous/delayed?

[Community Alums]

Does this synchronization work the different case types or scoped apps that extends from the case table?