Add an existing case as a child to a major case

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • A customer service manager can add an existing customer service case as a child to a major case.

    Before you begin

    Role required: sn_majorissue_mgt.major_issue_manager, sn_customerservice_manager

    About this task

    Identify and narrow a list of cases, then select the desired case or cases to add to the major case.
    • Filter and narrow down the child case list.
    • Select one or more cases and add as child to the major case.
    • Add work notes/activity log when a parent is added or removed

    Messages on the pop-up window:

    You can also create child cases for a major case from Agent Workspace.

    Procedure

    1. Open the desired major case.
    2. In the Child Cases related list, select Add to display the Added Child Cases pop-up window.
      The Add Child Cases pop-up window displays a list of customer service cases that aren’t major cases.
    3. Optional: Use the filters to narrow the list of cases displayed in the window.
    4. Select the cases to add to the major case by enabling the check box for each case.
    5. Select Submit.
      The system evaluates the selected cases and adds none, some, or all cases to the Child Cases related list. A message on the major case form informs you of the results by displaying one of the following:
      • No selected cases were added as child cases.
      • (x) of (y) selected cases were added as child cases.
      • All (y) selected cases were added as child cases.

      A work note is added to the Activities field for each child case added to the major case.