3745340 - How to Automatically Create Sub-Cases Using Case Flow in SAP Service Cloud Version 2

• Users want to automatically create a new case when creating or working on an existing case based on predefined configuration.
• Typical requirement:
  • A user creates or updates a case
  • Based on the case type or specific conditions, another case should be automatically created
  • The new case may need to inherit values from the original case
• During testing, the system does not automatically create the expected case.

• SAP Service Cloud Version 2 1.0
• SAP Sales Cloud Version 2 1.0

1. Configure a case type in SAP Service Cloud Version 2.
2. Create a case of that type and expect the system to automatically create another case based on that configuration.

• Automatic case creation is not triggered by default through case type configuration alone.
• This functionality depends on:
  • Case Flow configuration
  • Defined Actions (e.g., Create Subcase)
  • Trigger conditions within phases
• Without proper Case Flow setup, the system will not generate follow-up or related cases automatically.

• Standard Approach: Using Case Flow with "Create Subcase" Action
  
  1. Navigate to: Settings → Case Types
  2. Select the relevant Case Type
  3. Create a new version or copy the case type if required
  4. Open Case Flow
  5. Use an existing Phase or create a new one
  6. Add a new Action Step:
     • Name: Automatically Create Sub-Case
     • Display ID: ZSUBCASECREATE
     • Auto Trigger: ON
     • Action Type: Create Subcase
  7. Maintain Action Parameters: Select the target Case Type to be created
  8. Define Preconditions to trigger action (optional):
     • Example: status, category, priority, or custom fields
  9. Save and Activate the configuration
  10. Test the scenario:
      1. Create or update a case matching the defined conditions
      2. Verify that a sub-case is created automatically
• Expected Behavior:
  • The system creates a sub-case linked to the original case
  • The process is triggered automatically when conditions are met
  • Designed to support structured, process-driven case handling
• Field Inheritance / Data Copying:
  • Standard functionality provides limited inheritance (e.g., reference linkage)
  • Additional field mapping requires:
    • Determinations
    • Custom logic via extensibility
• Limitations:
  • Only sub-cases (child cases) are supported in standard functionality
  • Creation of completely independent cases is not supported out-of-the-box
  • Advanced field mapping is limited without custom enhancement
• Advanced Option (Customization) :
  • If the standard functionality does not meet requirements:
    • Use External Hooks and Custom Logic to extent capabilities to fit your requirements
    • Extend the Action Catalog with custom action types
    • Implement custom logic to:
      • Create independent cases
      • Copy or transform field values
      • Control complex automation scenarios

• External Hooks
• Custom Logic

Case Flow, Create Subcase, Automatic Case Creation, Sub-Case, Case Type Configuration, Action Catalog, External Hooks, SAP Service Cloud Version 2, Follow-Up Case, Case Automation , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Problem