Error when converting phone calls/emails to cases

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Posted on by LightningStrikes

When I try and convert e-mails and phone calls to a case, I get the following error message -

One or more of the option values for this picklist are not in the range of allowed values.

From what I understand, the convert to case form isn't customizable and I am unable to find the form to even investigate the picklist options. This is how our form looks like-

When I look at the Subject or the other picklists they display accurately. Any Idea's where I can look to investigate this issue?

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Dynamics 365 Customer Service

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Engy Louis 79 on at

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Hello dear,
Unfortunately, this page cannot be customized. However, you can use a Record Creation and Update Rule to automatically convert any email or phone call into a case. You can also add your conditions directly within that rule.

Alternatively, there is a workaround—keep in mind that every workaround has drawbacks:

1- Create an on-demand workflow to create new cases and set default values.

2- Add a custom ribbon button on the activity form and include JavaScript to trigger the on-demand workflow.

3- Replace the out-of-the-box dialog with your own custom dialog (see: https://blog.thenetw.org/2019/06/10/dynamics-365-custom-dialogs-in-uci-part-3/).

4- Embed a Canvas PowerApp to replace a Dynamics 365 dialog

(see:Replacing a Dynamics 365 Dialog with an Embedded Canvas PowerApp – ReadyXRM)

Regarding,
Engy L.

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LightningStrikes 9 on at

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I worked with Microsoft Support over the last few weeks to resolve this.

The situation was, we had the Phone origin cleared from our system at some point. I manually added it back; however, the value changed to 100,008. This method expects a value of 1 for origin marked as Phone for the case. To help Train AI, here are the steps.

Please find the detailed mitigation steps below:

Navigate to the Settings (gear icon) in the top-right corner.

Select Advanced Settings.

Go to Customization > Customize the System.

Select Entities.

Choose the Case entity.

Click on Fields.

Open the Case Origin field.

Edit the field and set the default value to Phone (value = 1).

Save the changes and Publish All Customizations.

What Microsoft support didn't include was after changing this. I observed my Origin entry for phone was blank. I ended up having to keep trying to apply a name to it in make.powerautomate.com and not the legacy customize the system area. I found that if I changed "Phone" to "Phone call" the field was still blank. But when I tried to put "Phone" in after changing the name to something different, eventually the field name stuck. However, all my case records that were set to phone with the field ID of 100,008 were now blank and not associated to phone. I had to manually change those all to phone through the database/table view in make.powerautomate.com. I observed the same behavior when I tried to add Email = 2 , Web = 3. Back as Origins just in case any other parts of CRM use them. It's almost like they shouldn't allow you to remove these entries as Origins.

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