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Customer Service forum

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

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Posted on by 2

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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  • Suggested answer
    PS Profile Picture
    23,577 on at

    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

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

    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.

    entitlement.png

    Hope this helps.

  • Anlai888 Profile Picture
    2 on at

    Thanks Ravi, exactly what I was after :-)

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