Product not displaying on case create form in Customer Self Service Portal

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Posted on by Anlai888

Hi there, we are busy implementing Dynamics 365 and testing the portal. The Product field is available on the web - case create form but it does not display when I test loading a new case from the Customer Self Service portal. Is there a step I'm missing to expose the drop down list for customers to select when logging a call?

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PS 23,577 on at

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Following can be the reasons:

Have you provided web roles on product entity?

Since you are . creating a new case, product won't be auto-populated, you will have to select it

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RaviKashyap 55,410 Moderator on at

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Hi,

You need to set the site setting "CustomerSupport/CaseEntitlementEnabled" to true in order to have Product & entitlement fields. Do remember to clear cache after adding/changing the setting.

Hope this helps.

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Anlai888 2 on at

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Thanks Ravi, exactly what I was after :-)

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