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How do I create a parent / child relationships for Cases?

Knowledge Article Number 000005662
Description How do I create a parent / child relationships for Cases?
Resolution To create a Parent/Child relationships for Cases you must modify your Case Page Layouts and Field Level Security for the "Parent Case" field. Follow the steps below:

To add "Parent Case" field to the Page Layout:
  1. Go to Setup | Customize | Cases | Page Layouts
  2. Click on the page layout for which you wish to enable 'Case Hierarchies'
  3. Click 'Edit' and choose 'Parent Case' from the 'Case Fields' section and move it to your page layout
  4. Click 'Save

To set Field Level Security for "Parent Case" field:
  1. Go to Setup / Customize / Cases / Fields / click on the "Parent Case" field / click on the "View Field Accessibility
  2. Click onto the Field Access for each Profile and check the "Visible" check box
  3. Click "Save"

To add the "Related Cases" related list on the Page Layouts:
  1. Go to Setup | Customize | Cases | Page Layouts
  2. Click on the page layout for which you wish to enable "Related Cases" related list
  3. Click 'Edit' and scroll down to the bottom Related List section
  4. Use the box on the right and choose the View for "Case Related Lists"
  5. Drag and Drop the "Related Cases" into the related list section of the Page Layout

Other things to consider: Do you want the Parent Case field to have Case History tracking?

Begin creating case hierarchies by selecting a parent case for your child case. You can view the entire case-hierarchy by creating a case report, grouped by 'Parent Case'.




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