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            Case Hierarchies

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            Case Hierarchies

            When a case is associated with a parent case, it signifies a relationship between cases. The relationship can be a grouping of similar cases for easy tracking, or a division of one case into multiple cases for various users to resolve.

            Required Editions

            View supported editions.
            User Permissions Needed
            To view cases: Read on cases
            To view parent cases: Read on cases
            To add, edit or delete hierarchy columns: Modify All Data

            A case hierarchy shows cases that are associated with one another via the Parent Case field. In the case hierarchy, child cases are indented to show that they're related to the parent case above them.

            • To view the hierarchy for a case, click View Hierarchy next to the Case Number field on the case detail page.
            • To specify that a case is associated with another case, edit the case and type the case number of the parent in the Parent Case field. Alternatively, you can click the lookup icon to search for a case's case number. A parent case must exist before it can be specified in the Parent Case field.
            • To create a case that is automatically associated with a case whose detail page you're viewing, click the New button on the Related Cases related list. From the New dropdown button, Classic users can choose to create either a blank case or a case with information from the parent case.

            See Also

             
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