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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Show Order history in ...
Microsoft Dynamics CRM (Archived)

Show Order history in a new Case

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Posted on by Mohd Tahir 676

My requirement is as follows:

A customer made multiple orders ( assume 5). Each order had bundled along few products (assume 3). Now when this customer raises an issue with one of the products he bought, the customer support representative should be able to see his/her entire order history while creating a new case. As of now order history doesn't reflects for a customer (only account details, etc are fetched). How can show the order history as well in the form of a Phone to Case process? 

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  • Mohd Tahir Profile Picture
    Mohd Tahir 676 on at
    RE: Show Order history in a new Case

    Hi Tom,

    Rather I did it like this. Don't know if this is a better approach. Simply made a sub grid in account’s quick view form. (because account already has relationship 1: N with orders and I used that directly there). Don’t know if Case has any same sort of relationship. Because to add a sub grid in form of Case, we need to traverse this way Case->Account->Order, which seems to be a bit complicated as of now. Anyways thanks for your suggestion.

  • Mohd Tahir Profile Picture
    Mohd Tahir 676 on at
    RE: Show Order history in a new Case

    Tom I already have a subgrid on the right side with heading as "SALES INFORMATION". Here there's a field potential customer, which is a lookup field for a contact I believe. That's something I wanted to share. Though I haven't tried your suggestion. Once I will try it, I will post back.

  • Suggested answer
    ThomasN Profile Picture
    ThomasN 3,190 on at
    RE: Show Order history in a new Case

    Hi Mohd,

    Easy way to handle this is create a field on the Order Products entity that is lookup to Contact and add that contact on creation. Then on the case form add a subgrid to display a view of order products related to the contact on the case.

    Let me know if this works or if I am missing something.

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