Import a Case with Entitlement from Excel Template

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Posted on by Giannis Tsak

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Hello,

We have a scenario where a customer wants to import to Dynamics 365 several cases (incident) using excel templates. One of the fields they are importing is the Entitlement of the case. When they are trying to import they face a "duplicate lookup reference was found" error message that comes from the entitlement field. Checking whether we have 2 or more entitlements with the same name, we saw that indeed that was the case, but the second one was expired and the other was the renewed one. Granted that we do not want to change the active Entitlement's name, (and since the system does not allow us to change the expired one's name), how could we tackle this situation? Is there any way to include only active records in our data imports lookup references?

Thank you for your time and have a nice 2021!