We need HELP!
I know someone out there has to be doing what we are trying to accomplish and can give us some advice.
Use Case:
We have events that happen in our support department that require large number of ticket to be opened from our partners. All of the cases surround the same problem. We could have 10 tickets we could have 1000 tickets open for the same problem.
Solution:
Create a parent Case and add all of the related cases as children to the parent case through the partentID field in Salesforce on the Case object. When a parent is updated all the children are updated accordingly. This could be a field update and or a case comment being made.
Issues:
Salesforce doesn't do this inherently. Why I have no idea. So many other system handle this type of solution but this one does not. So we have a developer working on code to implement this but we are running into roadblocks left and right with previously written code causing recursion and other things that were written to fire in code for updates on cases for our Milestones and Entitlements. We are currently trying to call a flow from the APEX code because when a public case comment is made we need to send an email to the contact on the case to let them know the case has been updated. This causes and error because when we test out 800 children cases its hitting governor limits. We have an email template setup that sends out these emails on a case by case basis now, but seems we cannot figure out how to get this to bulk send properly from the template when it loops through and creates the collection of children cases. I think that we have many more issues trying to get this to work but the bottom line here is that it's cumbersome, has taken way too much time and just simply isn't effective way to manage cases at this point.
If anyone has a solution to this I am all open to anything at this point. We have done our research and everything points to the only way to make parent replicate to children is through code and we are trying but it just seems to put up roadblock after roadblock. I keep thinking someone has to be doing this and using parent/child in some capacity that is easier. Any help, insight or advice would be greatly appreciated. We are going on like 4 weeks time now trying to make this work...
I can't think of anything simple to do this because of all our configuration complexity. My advice would be to make a list of every automation that touches cases. Then draw out a really complex flow chart that shows how they all work together. I'm assuming you probably have workflows, process builder flows, flows, and apex code which is all clashing together. If you draw it out, you may see you have duplication or places where you can combine automations (turn workflows into PB or Flows, combine PBs, turn all workflows and PBs into Flows, etc.)
If you're able to reduce the complexity, it may become an easier problem. Because without any other automations, this is a very simple record-triggered flow. When a case is changed, get all children cases, change the status of all these child records to match the status of the record that started the flow.
Good luck!
