Hi
I am trying to create the Case Hierarchy coupling that we have in the Case object.
There are 8 cases related to the Original Case
The Parent Case number doesn't display all the Related Case
I create a formula field - Case Hierarchy
BLANKVALUE(Parent.Parent.Parent.Parent.Parent.CaseNumber,
BLANKVALUE(Parent.Parent.Parent.Parent.CaseNumber,
BLANKVALUE(Parent.Parent.Parent.CaseNumber,
BLANKVALUE(Parent.Parent.CaseNumber,
BLANKVALUE(Parent.CaseNumber,
CaseNumber)))))
but this does not capture all related cases
I can't figure out a way to capture on the linkage - any advise who be appreciated
@* Service Cloud * @* Sales Cloud - Best Practices *
#Service Cloud
The standard Salesforce Case Hierarchy only displays records based on the Parent Case relationship. From your screenshot, the cases are linked in a chain rather than all pointing to the original case, so Salesforce is behaving as expected.
If the requirement is to show all 8 cases directly under the original case, each record must have the same Parent Case value. If the chained relationship must be preserved, you'll need a custom solution such as an Ultimate Parent Case field populated via Flow or Apex, since formula fields cannot recursively build a complete hierarchy.
