Question
Resolve a parent case without resolving its child cases
Hi,
In a Parent-Child relationship. For example, CaseA has two child (CaseB and CaseC). I want to Resolve CaseA without resolving CaseB nad CaseC.
Is this possible to achieve?
Hi,
You can call OOTB activity pxForceCaseClose which has a boolean param CloseAllSubCases. You can pass this param as false.
Hello,
Its not mandatory when the Parent case is resolved the child cases should resolve. If we use any Ticket like AllCoverResolved or pxForceCaseClose with the CloseAllSubcases flag setting to true then all the child cases will be resolved when the parent case is resolved. Parent Child relation is for dependency purpose like when the child updates if the Parent needs to be updated then in that scenario again Parent case should be re-opened so in order to avoid that Parent will be kept open until all the child cases are resolved.
Hi,
Is it possible to close a child case when closing a parent case with the OOTB activity pxForceCaseClose and set the pyStatusWork of the child case in a particular state (i.e. Resolved-Cancelled)? Can I achieve this requirement using the Status for sub cases parameter in the OOTB activity pxForceCaseClose? If so, the status will be set only for the child cases not already closed, am I right?
Thanks,
Giulia
You are right, you can pass the status for subcases to pxForceCaseClose and it would update the child cases which are not resolved(closed) yet.
One more point I would like to add on this, in the case type itself you can have a last stage "Resolved" or something. There on clicking on the resolved stage you will have a checkbox option "Resolve all child cases"-> "Close all assignments". If you have not checked that checkbox, when the case reaches the resolved stage, it will only resolve the parent case with this config.
Hi AnoopK12,
Thank you for your reply. I have another question: as per business requirement the parent case must be Resolved-Completed before the child case. So, if the checkbox option "Resolve all child cases"-> "Close all assignments" is NOT checked, it is possible to keep working on the child cases and put them in Resolved-Completed afterwards?
Thanks,
Giulia
Hi,
Thanks for posting the query.
You can call the UpdateStatus activity as part of your parent case process flow and set the status to Resolved.