Work Order not displaying correct Contact Information

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Posted on by ashishshahs

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Greetings All,

Apparently the creation of a Work Order, is not displaying the complete information in the General --> Customer Detail section. It just shows the Primary Contact data. It does not display Email or Address Phone Data. Any guidance is appreciated.

-Ashish

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Mahendar Pal 45,095 on at

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Hi,

You can try following things

1. Check in the form editor these fields available in the form (same form), it may be that you are seeing different form, you can look for the create preview to see if you are able to see all the field.

2. You can check App Editor to make sure you have correct form configured there.

Recently one of our customer edited form using new PowerApps editor and after that we noticed this kind of behavior, we had to do changes in the form to make it work.

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ashishshahs 110 on at

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Mahen,

Thanks. I am using the default, out of the box system. Looking at the Form Editor, it seems like the system is pulling the data from Account, which has the "Primary Contact" info. However, this form is NOT pulling the email and phone number from Contact. Hence it is left blank. Its just weird that Microsoft would do something like that out of the box.

-Ashish

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Mahendar Pal 45,095 on at

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It seems I did not understand your question correctly, but now I think I understand what you mean, following is my Vanila work order form (without any customization) and I can see it's populating email address from Account not from the contact,

Above which you see is basically a quick view form from the service account where above field is selected, you can see below that quick view form.

If you want you can add other account field here, so it will show these fields as soon as service account is selected. Now if you want to show some details from the contact, you need have either these field available on the account entity so that you can put those field in quick view form and it will be visible here. Or you can create a customer lookup for the Contact here in work order which you can populate based on the service account and then can have similar type of quick view based on the contact where you can add contact fields.

Let me know if it's not clear or my understanding is not correct. You can also refer how to work with quick view forms

https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/customize/create-edit-quick-view-forms

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ashishshahs 110 on at

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Mahen,

This is helpful. Appreciate it.

Thanks

-Ashish

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ashishshahs 110 on at

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Mahen,

I think I follow how to create the Quick View Form. However, I am not sure how to get the "Contact" data like mobile phone number, email, etc. into the "Account Summary Card" quick view form. The "Account Summary Card" is part of Entity --> Account --> Forms. Any chance you can point me to the right direction?

-Ashish

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ashishshahs 110 on at

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Mahen,

I guess, my question is how do I accomplish either of the above two options suggested above by you.

-Ashish

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Mahendar Pal 45,095 on at

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Hi Ashish,

As suggested earlier you can use some following possible options, you need to do customization to make it work,

1. Add new contact lookup field in the work order entity and then add quick view for the contact to see these fields as soon as contact lookup is selected in work order.

(you can use related record filter in the contact to see contact associated to the service account only : http://himbap.com/blog/?p=512)

2. Create these field in account entity, which you can populate from the selected contact (you can write workflow to populate these or can write java script) and then place in the account quick view.

thanks!

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