web
You’re offline. This is a read only version of the page.
close
Skip to main content
Community site session details

Community site session details

Session Id :
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Modify form, Convert tasks to cases

(0) ShareShare
ReportReport
Posted on by 50
Hola.

Actualmente algunos de los colaboradores no tienen acceso a la entidad Casos por lo que no pueden generar una nueva. Como modelo, primero realizan una Actividad de tipo Tarea y luego la convierten en un caso.

La dificultad es que este formulario predeterminado tiene información limitada y quiero poder agregar nuevas opciones como contacto y descripción.

Captura de pantalla adjunta del formulario.

pastedimage1621289789475v2.png Gracias por tu atención.



I have the same question (0)
  • Suggested answer
    Community Member Profile Picture
    on at
    RE: Modify form, Convert tasks to cases

    Hi BrahiamRestrepo,

    Unfortunately, this ‘convert to case’ dialog is by designed and it could not be customized. The only available way is to replace standard dialog with customizations.

    Here are ways:

    1.Workflow

    When converting a task to a case, regarding field of task will be filled the case, so you can create an on-demand workflow to create new cases and set the default values, which can replace convert to case function.

    (1) Add fields you need to the task form.

    (2) Go Settings > Process to create a workflow in task entity.

    pastedimage1621303467742v2.png

    Create case with value from the task.

    pastedimage1621303564664v4.png

    Update task regarding field with new created case.

    pastedimage1621303538307v3.png

    Save and active it.

    pastedimage1621303596450v5.png

    (3) Test.

    pastedimage1621303785631v6.png

    pastedimage1621303917640v7.png

    2.Replace the OOB dialog with your custom dialog.

    https://blog.thenetw.org/2019/06/10/dynamics-365-custom-dialogs-in-uci-part-3/

    3.Replacing a Dynamics 365 Dialog with an Embedded Canvas PowerApp:

    Replacing a Dynamics 365 Dialog with an Embedded Canvas PowerApp – ReadyXRM

    Regards,

    Leah Ju

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Responsible AI policies

As AI tools become more common, we’re introducing a Responsible AI Use…

Neeraj Kumar – Community Spotlight

We are honored to recognize Neeraj Kumar as our Community Spotlight honoree for…

Leaderboard > Service | Customer Service, Contact Center, Field Service, Guides

#1
Tom_Gioielli Profile Picture

Tom_Gioielli 60 Super User 2025 Season 2

#2
Siv Sagar Profile Picture

Siv Sagar 52 Super User 2025 Season 2

#3
Daniyal Khaleel Profile Picture

Daniyal Khaleel 36 Most Valuable Professional

Last 30 days Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans