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Configuring case creation

Updated on May 11, 2022

You can control when cases are created by configuring one or more creation methods in a case type. By default, users can manually create top-level cases only.

Use the following techniques to configure the creation methods for each case type in your application:
  • Enabling automatic creation of child cases

    Enable automatic creation of a child case type each time that a parent case is created.

  • Enabling automatic conditional creation of child cases

    Enable conditional creation of a child case after creating a parent case when the case data meets the conditions that you define. For example, to save time and automate work, you can configure an application that processes purchase orders to create a shipment case when the status of its parent case, which tracks the order and payment, changes to Billing-Approved.

  • Enabling creation by email of top-level cases

    Associate an email account with a top-level case type to provide a way for users to create cases remotely.

  • Email account limitations

    The following limitations apply to the email accounts in your application. Ensure that you understand how these limitations affect your application before you enable email approval or email instantiation for a case type.

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