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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Count Phone Calls in c...
Microsoft Dynamics CRM (Archived)

Count Phone Calls in case record for account

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Posted on by Community Member

Hi experts,

I would like like to display the number of phone calls that have been logged in the past 90 days in active case records for each account in some custom field.

Now, one account can have multiple cases. 

So how can I add the number of phone calls and display them in the account record?

Thanks,

Jon

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  • Verified answer
    RaviKashyap Profile Picture
    RaviKashyap 55,410 Moderator on at

    Hi,

    You could do a rollup on case entity to give you a count of phone call but then you can't rollup that to account. So you would need to write a plugin which will trigger on create of phone call which would do the following-

    1) Check if the entity is phonecall)

    2) Check if it is regarding a case

    3) Get the case reference from that phone call and then retrieve the case details

    3) From the case details, get the account

    4) Once you get the account, run a query to find all the phone call for all the cases for that account, You can use the below fetch to get the count, you need to dynamicaly pass the account id

    ==============

    <fetch mapping='logical' version='1.0' output-format='xml-platform' distinct='false' aggregate='true' >

       <entity name='phonecall' >

           <attribute name='activityid' alias='count' aggregate='count' />

           <link-entity name='incident' to='regardingobjectid' from='incidentid' alias='ab' link-type='inner' >

               <filter type='and' >

                   <condition value='{DA608716-EB3E-E811-A953-000D3AD1CE3A}' attribute='customerid' uitype='account' operator='eq' />

               </filter>

           </link-entity>

       </entity>

    </fetch>==========

    Below is the sample code snippet to execute fetchxml

    ==========

    string fetchXml = @"<fetch mapping='logical'>

                                      <entity name='organization'>

                                         <all-attributes />                                        

                                      </entity>

                                   </fetch>";

                   var entityCollection = service.RetrieveMultiple(new FetchExpression(fetchXml));

    ==========

    5. Once you get the count, you can update the field in account entity.

    Hope this helps.

  • Community Member Profile Picture
    Community Member on at

    Hi Ravi,

    Thanks for your reply.

    I'll try to do the same.

    Thanks,

    Jon

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