Can a workflow be used to change a Case Customer name from a Contact name to a Account name

(0) Share

Report

Posted on by Community Member Microsoft Employee

For Cases that have been opened under a Contact Name, is there a way with a workflow to get the case Customer name changed to an Account name. We have a need for cases to be opened under a Contact name to auto populate Contact information in the case.

We also need the cases to reside under an Account for consistency.

*This post is locked for comments

All responses (5)

Answers (0)

Community Member Microsoft Employee on at

Like (0)

Report

RE: Can a workflow be used to change a Case Customer name from a Contact name to a Account name

Brilliant, thank you.

I thought I had tried that combination but apparently not.
Suggested answer

Nithya Gopinath 17,074 on at

Like (0)

Report

RE: Can a workflow be used to change a Case Customer name from a Contact name to a Account name

Hi Robsat,

You could create a workflow to update the case record the on creation and on change of the contact field.

See the screenshots below.

Hope this helps.
Suggested answer

Gary Letter 1,267 on at

Like (0)

Report

RE: Can a workflow be used to change a Case Customer name from a Contact name to a Account name

If the Case is created with a Contact in the Customer field, you could use a workflow similar to the one pictured below. If you need to "auto populate Contact information" to the Case, then you will need to execute those steps before this step updates the Customer to the Account.
Community Member Microsoft Employee on at

Like (0)

Report

RE: Can a workflow be used to change a Case Customer name from a Contact name to a Account name

Your first reply for mapping the case appears to be what we would need. I guess this is as good a time as ever to break down and do some Java Scripting.

Thanks for the reply.
Suggested answer

Community Member Microsoft Employee on at

Like (0)

Report

RE: Can a workflow be used to change a Case Customer name from a Contact name to a Account name

I can't tell whether you want to clone a case and map it to an account, or you just want another field to capture the account.

For cloning, you can refer to this. But this is not practical if you think about it, the same case has a double count in the system (due to reporting purpose).

community.dynamics.com/.../154338

To map the account name from the contact name, you can do a simple JS.

>retrieve/create account with name = contact name

>create a new field in case and set the field value to the account lookup