---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Create a post case review for a major case

# Create a post case review for a major case {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

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://servicenow-prod.fluidtopics.net/WcPAHI7Bku2H8qNDlo2ycw "Create a post case review document for a resolved case that captures the configured case information.") topic.
3. 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 {#create-case-review-document-mim__ul_trq_gwd_h3b} 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. {#create-case-review-document-mim__ol_sd2_bwd_h3b} |
   | 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 {#create-case-review-document-mim__ul_hhs_dxd_h3b} |
   |-|-|

   {#create-case-review-document-mim__choicetable_mg3_nhq_23b}