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
Open a major case in the Resolved state.
Complete steps 2 through 7 in the Create a post case review topic.
Select one of the following options.
| Option | Description |
|---|---|
| Publish to Case | The system performs the following actions:1. 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 2. Generates a PDF document for all of the child case PCR records with customer-specific information. 3. 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 |