Views:

What’s happening?

Users encounter an error when attempting to enable the "Close all child cases when parent case is closed" setting within Case Settings in Dynamics 365 Customer Service.

Reason:

This is triggered by the mapping of custom attributes between parent and child cases.

Resolution:

To resolve this, follow these steps:

  1. Identify and delete the mapping of the custom attributes causing the issue.
  2. Retry enabling the "Close all child cases when parent case is closed" setting after removing the problematic attribute mappings.
  3. It is recommended to perform this operation on a copy of the environment first to ensure no unintended consequences occur.

Note: Removing the custom attribute mapping may affect child case creation, as fields from the parent case will no longer be mapped automatically. Evaluate the impact of this change before proceeding.