While Using Edge Encryption, Child Case Updates From Parent Case Shows Encrypted.


Description

When updating 'additional comments' or 'work notes' in parent Cases using Edge Proxy, those additional entries appear as encrypted cipher text in the child Case.

Cause

Unfortunately the Parent-Child Case replication is not a supported feature through Edge Encryption.

Resolution

There is enhancement request in the Idea Portal, you can see it using the Link below:

Include support for Edge Encryption on Case Parent-Child replication.
https://community.servicenow.com/community?id=view_idea&sysparm_idea_id=75990caf1b8adc103222ea89bd4bcb2c&sysparm_idea_table=x_snc_com_ideation_idea&sysparm_module_id=enhancement_requests

There is no solution available at this moment for this use case.