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Configure major issue management › Configure case management › Case management › Organize agent workspaces › Configure › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Configure case synchronization

Configure the major issue management system properties to enable synchronization between major cases and associated child cases.

Before you begin

Role required: admin

Procedure

  1. Navigate to All > Customer Service > Administration > Properties.

  2. Enable the Synchronize fields from parent to child case property.

  3. In the Comma separated list of fields that synchronize from parent to child cases property, add a comma-separated list of fields that synchronize from the major case to each of the associated child cases.

  4. Set the Processes SLA asynchronously during parent to child case creation and synchronization property to false to process the SLA synchronously.

    This property is enabled by default.

  5. Click Save.