Contact lookup field on case entity isn't showing all contacts

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Posted on by Ben T

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Hello, is there anything different about the contact lookup field on the case entity? I have tried changing views and everything, and it's just not bringing up or finding a lot of our contacts. I am wanting to set the contact as the same as the customer, so that we can see this person from within the grid view. For whatever reason, in the grid view for cases there is no option to put the customer as a column, so I was planning to use the contact field. Also, if we do end up figuring out what's going on with this contact field, does anyone know an easy way to have the contact field be updated to the same as the customer field?

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Ben T 803 on at

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RE: Contact lookup field on case entity isn't showing all contacts

@LeahJu thank you for your detailed response. Regarding the customer field and the grid, I am able to see from the case grid. I'm trying to add it to a view for the Queue item grid. I'm not seeing it in this situation, and iM thinking I will probably need to set up a flow to populate a field on the queue item with the customer value off the case. It does seem like the best approach?
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Community Member on at

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RE: Contact lookup field on case entity isn't showing all contacts

Hi Ben,

The Contact lookup field on case entity is based on the value of the customer filed.

The Customer field on the case entity have two types—Account and Contact.

If the Customer value is Account, the contact field can only show related child contacts of the Account.

If the Customer value is Contact, the contact can’t be filled with any value.

And the customer field can be added to the case grid, why you can't?

However, if you insist on making the contact field be updated to the same as the customer field, the OOB contact field on case entity can't achieve it.

Maybe you can create a new 1:N relationship between contact and case entities, and add the new contact lookup field to the case form.

Then you can create a workflow to update the new contact lookup field with value from the customer field, also you can add the new contact lookup field to the case grid.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.
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Charan Raju C R 7 Moderator on at

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RE: Contact lookup field on case entity isn't showing all contacts

Hi Ben,

Contact lookup on Case list down only the primary contacts tagged to account which is selected under Customer lookup field.

You can use Customer lookup field itself to select contact instead of using Contact lookup and the Customer lookup can be added to a case view.