Create a post case review for a major case

Create a post case review document for a resolved major case that captures the configured case information.

Before you begin

Role required: sn_customerservice_manager, sn_majorissue_mgt.major_issue_manager, or admin

About this task

You can create a post case review document for a resolved major case if the sn_customerservice.parent_child_case_sync is set to true.

Note:

Setting this property to true disables the Create Post Case Review UI action for child cases.

Procedure

1. Open a major case in the Resolved state.
2. Complete steps 2 through 7 in the Create a post case review topic.
3. Select one of the following options.

   Option	Description
   Publish to Case	The system performs the following actions: Syncs the child case PCR record with the parent case PCR record. (If the child case PCR record is not present, the system creates a new child case PCR record.) The following fields are synced: Assigned To Case Digest Configuration Short Description Root Cause Analysis Solution Provided Summary Symptoms Preventive Measures Taken Commitment Date Assignment Group State Approval Users Generates a PDF document for all of the child case PCR records with customer-specific information. Adds a link to the PCR document to the Additional Comments field on the child case form.
   Copy to Child Cases	The system syncs the child case PCR record with the parent case PCR record. (If the child case PCR record is not present, the system creates a new child case PCR record.) The following fields are synced: Assigned To Case Digest Configuration Short Description Root Cause Analysis Solution Provided Summary Symptoms Preventive Measures Taken Commitment Date Assignment Group State Approval Users