Create a post case review for a major case

task australia Updated Sep 10, 2026 1 min read create-case-review-document-mim.md

Create a post case review document for a resolved major case that captures the configured case information.

Before you begin

Role required: sn_customerservice_manager, sn_majorissue_mgt.major_issue_manager, or admin

About this task

You can create a post case review document for a resolved major case if the sn_customerservice.parent_child_case_sync is set to true.

Note: Setting this property to true disables the Create Post Case Review UI action for child cases.

Procedure

Open a major case in the Resolved state.
Complete steps 2 through 7 in the Create a post case review topic.
Select one of the following options.

Option	Description
Publish to Case	The system performs the following actions:1. Syncs the child case PCR record with the parent case PCR record. (If the child case PCR record is not present, the system creates a new child case PCR record.) The following fields are synced: - Assigned To - Case Digest Configuration - Short Description - Root Cause Analysis - Solution Provided - Summary - Symptoms - Preventive Measures Taken - Commitment Date - Assignment Group - State - Approval Users 2. Generates a PDF document for all of the child case PCR records with customer-specific information. 3. Adds a link to the PCR document to the Additional Comments field on the child case form.
Copy to Child Cases	The system syncs the child case PCR record with the parent case PCR record. (If the child case PCR record is not present, the system creates a new child case PCR record.) The following fields are synced: - Assigned To Case Digest Configuration Short Description Root Cause Analysis Solution Provided Summary Symptoms Preventive Measures Taken Commitment Date Assignment Group State Approval Users

Option

Description

Publish to Case

The system performs the following actions:1. Syncs the child case PCR record with the parent case PCR record. (If the child case PCR record is not present, the system creates a new child case PCR record.) The following fields are synced: - Assigned To - Case Digest Configuration - Short Description - Root Cause Analysis - Solution Provided - Summary - Symptoms - Preventive Measures Taken - Commitment Date - Assignment Group - State - Approval Users 2. Generates a PDF document for all of the child case PCR records with customer-specific information. 3. Adds a link to the PCR document to the Additional Comments field on the child case form.

Copy to Child Cases

The system syncs the child case PCR record with the parent case PCR record. (If the child case PCR record is not present, the system creates a new child case PCR record.) The following fields are synced: - Assigned To

Case Digest Configuration
Short Description
Root Cause Analysis
Solution Provided
Summary
Symptoms
Preventive Measures Taken
Commitment Date
Assignment Group
State
Approval Users

88 lines · 2.9 KB Wrap lines

---
title: Create a post case review for a major case
description: Create a post case review document for a resolved major case that captures the configured case information.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/create-case-review-document-mim.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Customer Service case digests, Configure case digests, Configure case management, Case management, Organize agent workspaces, Configure, Customer Service Management]
---

# Create a post case review for a major case

Create a post case review document for a resolved major case that captures the configured case information.

## Before you begin

Role required: sn\_customerservice\_manager, sn\_majorissue\_mgt.major\_issue\_manager, or admin

## About this task

You can create a post case review document for a resolved major case if the **sn\_customerservice.parent\_child\_case\_sync** is set to true.

**Note:** Setting this property to true disables the **Create Post Case Review** UI action for child cases.

## Procedure

1.  Open a major case in the **Resolved** state.

2.  Complete steps 2 through 7 in the [Create a post case review](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/create-case-review-document.md) topic.

3.  Select one of the following options.

<table id="choicetable_mg3_nhq_23b"><thead><tr><th align="left" id="d94811e87">

Option

</th><th align="left" id="d94811e90">

Description

</th></tr></thead><tbody><tr><td id="d94811e96">

**Publish to Case**

</td><td>

The system performs the following actions:1.  Syncs the child case PCR record with the parent case PCR record. \(If the child case PCR record is not present, the system creates a new child case PCR record.\) The following fields are synced:
    -   Assigned To
    -   Case Digest Configuration
    -   Short Description
    -   Root Cause Analysis
    -   Solution Provided
    -   Summary
    -   Symptoms
    -   Preventive Measures Taken
    -   Commitment Date
    -   Assignment Group
    -   State
    -   Approval Users
2.  Generates a PDF document for all of the child case PCR records with customer-specific information.
3.  Adds a link to the PCR document to the **Additional Comments** field on the child case form.


</td></tr><tr><td id="d94811e160">

**Copy to Child Cases**

</td><td>

The system syncs the child case PCR record with the parent case PCR record. \(If the child case PCR record is not present, the system creates a new child case PCR record.\) The following fields are synced: -   Assigned To
-   Case Digest Configuration
-   Short Description
-   Root Cause Analysis
-   Solution Provided
-   Summary
-   Symptoms
-   Preventive Measures Taken
-   Commitment Date
-   Assignment Group
-   State
-   Approval Users


</td></tr></tbody>
</table>