--- sourceDocument: Australia Employee Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/pt-BR/employee-service-management Release : - australia ft:locale : - pt-BR ft:publication_title : - Australia Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Group similar workplace cases under a parent case # Group similar workplace cases under a parent case {#ariaid-title1} * Versão de lançamento: Australia * * Atualizado 12 de mar. de 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 min. de leitura Categorize cases that have similar issues and that require the same resolution under a single parent case. Reduce the time spent on resolving multiple workplace cases. ## Antes de Iniciar Role required: sn_wsd_case.admin or sn_wsd_case.manager or sn_wsd_case_workplace_agent ## Por Que e Quando Desempenhar Esta Tarefa Assign a workplace case to a parent workplace case. The resolution provided to the parent case will also be applied to the child case. You can also assign a case to a parent case even if the State field of the parent is set as Canceled or Closed Complete. When the case is assigned, the state of the child case is automatically updated as Canceled or Closed complete. The following scenarios can occur when you assign a parent case: * You can view all the cases associated to a parent case in the Related Cases tab. * The child case is updated whenever the parent case is updated. Updates like comments, work notes, and state changes are automatically applied to the child case. If the state of the child case is set as Canceled, the updates will no longer be applied. If you do not want to copy the comments, work notes and state changes to the child cases, you can set the Update Child Case - Work Notes \& Comments to False. * State changes in the parent case are copied to the child case, except for state changes to Awaiting acceptance. * Any updates individually made on the child case will not be applied to the parent case. {#group-similar-workplace-cases__ul_acd_fkg_rpb} ## Procedimento 1. Navigate to AllWorkplace Case ManagementWorkplace Cases. 2. Select one of the following modules: * All * Open - Unassigned * Open * Assigned to my group * Assigned to me {#group-similar-workplace-cases__choices_ycm_d3g_rpb} 3. Select the workplace case to which you want to assign a parent workplace case. 4. In the Parent case field, select the workplace case that you want to assign as a parent. Importante: Do not select a child case as a parent case. Otherwise, the case will encounter looping. For example, if WCASE0001001 is parent of WCASE0001002 and WCASE0001003, then WCASE0001002 and WCASE0001003 can't be parent of WCASE0001001. 5. Click Save. ## Resultado The workplace case is assigned to a parent case. Importante: The case selected in the Parent case field and the case displayed in the Parent field are different. The workplace case displayed in the Parent field is generated from the workplace service to which the case is associated. A parent is assigned automatically if the Activity type of the workplace service is Task or Child case. **Conceitos relacionados** * [Smart Assessment for Workplace Case and Task](https://www.servicenow.com/docs/_uObLvVnukyC_Ahtm2ie0w "Smart Assessment enables workplace case managers to create structured assessment templates with customizable questions and sections. These assessments can be automatically triggered based on specific conditions, such as state changes in workplace cases and tasks. Workplace agents complete these assessments as part of their workflow, ensuring standardized data collection and quality control.") * [Automating seat assignment for new hires](https://www.servicenow.com/docs/BWUIOQuaqHnNJGW6optSCg "Use HR Service Delivery and Workplace Service Delivery to automatically assign a seat for the new hires in your organization.") * [Configuring a record producer for request edit](https://www.servicenow.com/docs/Ix9grYTDrrsoy2MawNms0w "Configure a record producer for editable workplace service requests.") * [Configuring a record producer for reservation](https://www.servicenow.com/docs/UHMmBoNFvV5Jco20ujjM3A "Configure a record producer to integrate it with Workplace Reservation Management.") **Tarefas relacionadas** * [Install Workplace Case Management](https://www.servicenow.com/docs/7O8WR3FiOOquYZU1MHSjTA "Install the Workplace Case Management application from ServiceNow Store applications. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.") * [Create a Workplace case template](https://www.servicenow.com/docs/umPIOZaEFdHUMTLycMyNXg "Create a Workplace case template for use when creating workplace services.") * [Create a Workplace task template](https://www.servicenow.com/docs/2HVi2ZV0tlqpk_TKdVA0zg "A Task template simplifies the process of creating tasks in Workplace Case Management by populating fields automatically.") * [Configure Approval options](https://www.servicenow.com/docs/45UBNQ1O2raxaljZxwMSDA "Add approvers to approve cases created through Workplace services.") * [Configure a Record producer](https://www.servicenow.com/docs/tk6gKXL3HZb2o3yOA2~YNA "Make a Workplace service available to employees as a self-service option. Configure a record producer to display the service as a catalog item in the Workplace Services catalog.") * [Create an SLA Definition](https://www.servicenow.com/docs/6ZN0UF4uGfUu~PooPy86QA "Configure SLAs to ensure that cases are resolved according to the expectations of customers. SLAs set up performance parameters, such as specifying minimum uptime or the amount of time that a task needs in order to reach a certain condition.
") * [Create a Workplace service](https://www.servicenow.com/docs/_l7S_aEbbPP68ke7COoh6w "Create a workplace service with predefined steps of fulfillment. Select the fulfillment type required based on the workplace service. Create workplace services like catering, office supply request, parking, or any service to support employees needs.") * [Add a workplace service item to a workplace service](https://www.servicenow.com/docs/PSZkLLGcFfenPOsKdB_5HQ "Configure a workplace item that an employee can order along with a workplace service request or as part of the reservation. For example, while making a reservation, an employee can order a workplace service item such as catering, an additional chair, whiteboard, marker, and more.") * [Create a workplace template configuration](https://www.servicenow.com/docs/4j209EcCsohpqcG_HnmFAw "Define a template that must be applied to fulfill a workplace case. Set conditions based on common employee responses for requests. The template will be applied to those workplace cases that match the conditions specified.") * [Create a workplace field mapping](https://www.servicenow.com/docs/1vsx4uqKgsR_Dl6OgeycuQ "Create a field mapping record to copy the field information of a parent case to the child workplace service activities or to workplace item-related tasks. Skip the process of re-entering the same details of a parent case to a child case by using field mapping records.") * [Configure an escalation rule](https://www.servicenow.com/docs/Sz8loP9j2PwOb6dlILf8Fg "Escalate a workplace case to the relevant assignment group by using an escalation rule.") * [Add Fulfillment instructions](https://www.servicenow.com/docs/I1JZKEsI6BFY2xNPzp0ckg "Provide instructions to workplace agents on how to fulfill a workplace case. Add instructions for new workplace agents and for complicated workplace cases.")