Parent and child case relationships
Key Takeaway
A case becomes a child case when its Parent Case field points to another case. The parent case must already exist before you can enter it, so create the parent first and then link the child cases to it.
A parent and child case relationship links one case to another through the Parent Case lookup field. Support teams use it in two ways: to group similar cases for easy tracking, or to split one case into several cases so different users can each resolve a part.
How to link an existing case to a parent case
A case becomes a child case when its Parent Case field points to another case. The case it points to is its parent case. To link a case that already exists, follow these steps.
- Create the parent case first if it doesn't exist yet. A parent case must already exist before you can enter it in the Parent Case field.
- Edit the case that should become the child case.
- In the Parent Case field, type the parent case's case number. You can also click the lookup icon to search for the case number.
- Repeat steps 2 and 3 for each other case you want to link to the same parent case.