Using Parent-Child Cases in Dovetail Agent and Clarify Client
Special attention is required when using the parent-child case functionality in both Dovetail Agent and Clarify Client. Because the Parent Case check-box on Case screen is not available to Dovetail Agent users, it is possible that:
This checkbox may be checked in Clarify Client but reset later by Dovetail Agent if the designated parent case has no child cases attached to it. It may happen when such a case is attached to a parent on Parent Case tab.
On Select New Child Case(s) For Parent Case … screen, cases which have the Parent Case check-box checked in Clarify Client but have no child cases attached will still not be included in the search results even if by Dovetail Agent criteria they qualify to become child cases.
Consider the following scenarios.
Scenario 1
A case marked as Parent Case in Clarify Client may become a child case in Dovetail Agent:
In Clarify Client, find a case you own.
Open the Case screen, and take note of the case ID (case_id).
Check the Child Cases tab to make sure it is not a parent of any case.
Check the Parent Case tab: all the controls should be disabled.
On the Case screen, verify that the Parent Case check-box is selected and that the case is saved.
Close the Case screen.
In Dovetail Agent, open the case from step 2.
Select the Parent/Child tab. This tab allows you to click on the attach this case to a parent case link and proceed to the Parent Case tab where you could attach this case to a parent case. This would not be possible in Clarify Client.
Attach the case to a parent case on the Parent Case tab in Dovetail Agent.
In Clarify Client, open the same case again. The Parent Case check-box on the Case screen is not checked now. On the Parent Case tab,you will also see that it now shows the parent case of case case_id.
Scenario 2
A case marked as Parent Case in Clarify Client will not be eligible to become a child case in Dovetail Agent:
In Clarify Client, find a case you own.
Open the Case screen, and take note of the the case ID (case_id).
Check the Child Cases tab to make sure it is not a parent of any case.
Check the Parent Case tab: all the controls should be disabled.
On the Case screen, verify that the Parent Case check-box is selected and that the case is saved.
In Dovetail Agent, open another case which is not the same one as in step 2. Make sure that it is not a child of any case.
Open the Select New Child Case(s) For Parent Case … window in one of two ways: On the Parent/Child tab, click the attach child case(s) link, or on the Child Cases tab, click the Search For New Child Cases button.
On the Select New Child Case(s) For Parent Case … window, choose case selection criteria which would include the case case_id from step 2. For example, use a filter of "Case ID" "is equal to" "case_id".
On the Select New Child Case(s) For Parent Case … window, click Find. The case case_id should not be returned (if you used the filter suggested in step 8, the response should read "Your search returned no cases."). This effectively disallows the case_id to be made a child case of another case.
Conclusion
If a case is marked as Parent Case in Clarify Client but has no child cases attached, it can be made a child case of another case in Dovetail Agent by following Scenario 1 above.
