Convert Case from Activity to Work Order

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Posted on by Community Member Microsoft Employee

I have a simple OOB setup, where Customer Service gets email and phone activities, create cases, and somtimes create work orders to a technician.

When i create cases based on email og phone activities, then the Contact on the Activity is set to Customer on the Case. But when i want to convert the Case to an Work Order, i get an error message, that Customer cannot be an Contact, it should be an Account.

Eks. John send an email to our support email. The email activity is created with John (contact) as sender. The Email is converted to a case with John (contact) as Customer. When i try to convert the case to a work order, i get the error that customer should be an account.

How do i OOB get from Activity -> Case -> Work Order? Is there somthing in my automatic Case creation, where i can set the related account to John as Customer and John as Contact (Contact field is hidden on case form)

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Konica 15 on at

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RE: Convert Case from Activity to Work Order

Hi Leah,

I am new to Customer Service application and trying to learn by following the documentation and trying that out in my sandbox.

So I am one step ahead - I created an Account after the first error but now when I click convert to work order, it errors out saying - Incident type is required to convert to a work order. I saw that incident types can be configured in Field service and that's a mandatory field on work order form in Field service, but can't seem to find the setup form in Customer service. Or is it fed into a case from some other app and it's just referenced here in the Customer service Hub?
Thanks in advance for your help!
Community Member Microsoft Employee on at

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RE: Convert Case from Activity to Work Order

Hi Partner,

Has the problem been solved? Any updates?

Please click Yes under "Did this answer your question?" to close this thread.

Thanks.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.
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Community Member Microsoft Employee on at

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RE: Convert Case from Activity to Work Order

Hi partner,

The ‘customer’ field of case that from activity sender is contact and work orders need case customer type is account not contact, so you need change case customer field value to ensure it is account type before converting case to work order.

As you mentioned, “a simple OOB setup, where Customer Service gets email and phone activities, create cases,”

So you're using the ‘automatic record creation and update rules’ or clicking button manually.

Either way, all you need to do is following steps:

1.Creating an account and associating it with the contact(if the contact has account already, the step can be skipped).

2.Updating the case with that account and contact.

You can go refer following screenshot to Settings > process to create a workflow to achieve it, which just provides a sample framework, you can add other settings to it to meet your requirements.

(1)Create account:

(2)Update Contact

(3)Update Case

(4)Update Case.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.