Configure case synchronization

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

    • Configure the major issue management system properties to enable synchronization between major cases and associated child cases.

    Before you begin

    Role required: admin

    Procedure

    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: Set the Processes SLA asynchronously during parent to child case creation and synchronization property to false to process the SLA synchronously.
      This property is enabled by default.
    5. Click Save.