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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Contact Field Disappea...
Customer experience | Sales, Customer Insights,...
Answered

Contact Field Disappears on Incident Form Reload in Dynamics 365

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Posted on by danimr 22
When I create an incident in Dynamics 365, I fill in the contact field (responsiblecontactid) in the incident form, and this data appears correctly in the database. The issue arises when I reload the page; the contact no longer appears visually, even though it is still present in the database. The same happens if I access the incident directly through its link. However, if I access it organically by navigating through the list of incidents and then clicking on the specific incident, the contact does appear. This happens in both the test and production environments. What could be causing this? 
 
 
Categories:
Dynamics 365 Sales
I have the same question (0)
  • Suggested answer
    Amit Katariya007 Profile Picture
    Amit Katariya007 10,409 Super User 2025 Season 2 on at
    Contact Field Disappears on Incident Form Reload in Dynamics 365
    Could you confirm if the data is visible in Advanced Find but not on the form?
     
    If so, please check for any JavaScript logic that might be running on Form Load.
     
    If the data is blank in both places, then some logic may be setting the contact field to null. Please review the following:
     
    1. Any JavaScript on form load or on save.
    2. Any workflow or plugin that could be setting this field to null.
    3. Business rules.
    4. Power automated flows.
  • Suggested answer
    Muhammad.Affan Profile Picture
    Muhammad.Affan 4,620 Super User 2025 Season 2 on at
    Contact Field Disappears on Incident Form Reload in Dynamics 365
    Hi There,
     
    Looks like a browser cache issue to me. Did you tried clearing the cache?
  • Suggested answer
    danimr Profile Picture
    danimr 22 on at
    Contact Field Disappears on Incident Form Reload in Dynamics 365
    It's not just on my computer; it happens everywhere and regardless of the browser.
  • danimr Profile Picture
    danimr 22 on at
    Contact Field Disappears on Incident Form Reload in Dynamics 365
    I tested it on a form that has no scripts, no business rules. It's completely new, and the error persists. The data is saved in the database, but it does not display on the form when accessed via a link to the case or if the case is refreshed with F5.
  • Suggested answer
    Amit Katariya007 Profile Picture
    Amit Katariya007 10,409 Super User 2025 Season 2 on at
    Contact Field Disappears on Incident Form Reload in Dynamics 365
    Can you view the data for this field using Advanced Find?
     
    If not, then check the dependencies on this field. You may find various out-of-the-box (OOB) components that could be causing the issue.
  • danimr Profile Picture
    danimr 22 on at
    Contact Field Disappears on Incident Form Reload in Dynamics 365
    I don't see the data in advanced search. The record appears in the database. The problem occurs when trying to display it in the form.
  • Verified answer
    Daivat Vartak (v-9davar) Profile Picture
    Daivat Vartak (v-9d... 7,833 Super User 2025 Season 2 on at
    Contact Field Disappears on Incident Form Reload in Dynamics 365
    Hello danimr,
     
    This may be a unique issue you are having.
     
    For testing purpose, activate the auditing on Contact lookup field (also in system and form/table level as well) and update record with correct value.
     
    Reopen the record and check audit logs, you may be able to identify if system is clearing this value through some automation.
     
    You can also try to create another Contact looking (just for testing purpose) to see the behavior.
     
    If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more.
    If you have further questions, please feel free to contact me.
     
    Best Regards,
    Daivat Vartak

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