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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / CRM Portal - how to lo...
Customer experience | Sales, Customer Insights,...
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CRM Portal - how to load case edit entity form by ticketnumber instead of guid

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Posted on by portalmonkey 20

Is it possible to display a "Case Edit" entity form using ticketnumber on the query string instead of id?  When I switch the "Record  ID Query String Parameter Name" from id to ticketnumber, my web page returns "The record you are looking for couldn't be found.".  I also tried using a custom web template with both fetchxml and {% entityform name: "Customer Service - Edit Case - Custom" %} mthods, but got the same result.  It seems that the form can only be loaded using the GUID.  Does anyone else have a workaround / solution?

  • portalmonkey Profile Picture
    portalmonkey 20 on at
    RE: CRM Portal - how to load case edit entity form by ticketnumber instead of guid

    Thanks Oliver.  I used this method last night before seeing your reply this morning and it does work, although it does impact load time/performance as you mentioned.  The reason we want to use the ticketnumber instead of GUID is for improved UX.  Customers want a friendly URL that shows their case number.  CSRs also prefer a shorter URL for email replies.  We've found that customers and CSRs will cut-n-paste URLs, but often miss characters in the GUID, so the URL fails. It's easier for customers and CSRs alike to reference the case number.

    Thanks again for the quick reply and creative option.

  • Suggested answer
    oliver.rodrigues Profile Picture
    oliver.rodrigues 4,052 on at
    RE: CRM Portal - how to load case edit entity form by ticketnumber instead of guid

    Hi

    The {% entityform %} tag accepts only the name or guid of the entity form as parameter, you can't really set the "target" record id there

    is there any reason that you need to pass the ticketnumber instead of the GUID?

    you can bypass this with the following:

    - your first web page takes the ticketnumber, there is no entity form related

    - via custom page template/web template, you add a liquid code to retrieve the case GUID via FetchXML

    - now make a redirect to another web page, passing the case GUID as parameter

    - this page would contain the association with the Entity Form

    now, this would have an additional Fetch/Retrieve Multiple plus a redirect.. you would be loosing a bit of performance and UX here

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