Cannot add a New Contact in the Contact lookup in a Case.

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Posted on by ScottColbourne

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When adding a contact via the lookup field to an Account or Opportunity, you have the option to add a new contact if the person you want is not yet listed in Dynamics 365.

However on a Case you cannot do this, which is frustrating for the Service team as they need to navigate away from the case to add in the contact, then come back.

Specifically, this is what we see for an opporunity:

When it comes to a Case, I see the following:

Is there a setting to allow this?

Note: I can see that in the old web interface you bring up "more records" and can add a new contact.

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RE: Cannot add a New Contact in the Contact lookup in a Case.

Thanks Scott,

this worked a treat

Una
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ScottColbourne 125 on at

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RE: Cannot add a New Contact in the Contact lookup in a Case.

I got this fixed using Microsoft Support.

From memory the fix is simply to remove the contact lookup field from the form and then re add it.

It then goes onto the form with the background functionality to add a new contact
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RE: Cannot add a New Contact in the Contact lookup in a Case.

Good morning,

I have this issue in current version on case form where new contact is missing

2021 wave release 1

9.2.2.1041.00172

this is on the case main form using UCI
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Pankaj Gogoi 3,177 on at

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RE: Cannot add a New Contact in the Contact lookup in a Case.

Hi Scott,

Please check this links, it seems to be issue with case entity.

community.dynamics.com/.../new-button-is-missing-on-contact-lookup

support.microsoft.com/.../service-update-78-for-microsoft-dynamics-365-9-1-0

Best Regards

PG
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Anthony Dong on at

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RE: Cannot add a New Contact in the Contact lookup in a Case.

Hi,

Thanks for reporting this issue. Yes, we can replicate it in local environment. In UCI, there is no option to add new Contact in the Lookup field of Case entity

In Classic (old) web, there will be "New" button under "More records"

This should be a product bug,

we suggest you to contact Microsoft Support team to confirm it.