Parent field Functionality in Case form

[Balaraju K B]

Hi Team,

What is the exact out of the box functionality of Parent field in CSM Case Form?

At what scenario we will utilise Parent field?

Please let me know Your Answers.

Thanks in Advance

Balaraju

[Andrew Albury-D]

Hi Balaraju,

As the CSM Case table extends Task, it will inherit the "Parent" field. This is an OOB field which lets you related parent tasks to child tasks (e.g. parent/child incidents). It is not required to be used on Cases if you do not have a use-case for parent/child relationships. 

I hope this helps,

- Andrew

[Balaraju K B]

Hi 

Andrew Albury-Dor

Thank you for the response.

Can you give a little brief at what situation we may go for utilising of  parent field in case form.

Because i'm new to this please let me know about this.

Thanks in Advance

Balaraju

[Andrew Albury-D · Accepted solution]

Hi Balaraju,

For CSM, a good example might be if a user makes multiple contacts about the same issue - the original case opened for them could become the parent, and if the user opens new ones (via chatbot or email, for example) they could be related to the parent case. 

You could use Business rules to synchronise the child tasks to the parent task, so if the parent closes, the children do too, or if there are comments on child tasks they copy to the parent. This is OOB behaviour for Incident if you wanted to see an example.

Regards,

Andrew

[cbappmp]

Thanks I was thinking like this too man good one