MS CRM email to case workflow error Creating Entity with an invalid parent. Entity: Incident, ReferencingAttribute:customerid

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Posted on by Arvind Bhat

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I am trying to create child cases for a case using workflows. This workflow would trigger on an incoming email to CRM. I need to set the customerid as the person who sends the email and not the customerid of the parent case. The two can be different. While setting it as Sender (Email)/Sender(Contact) it doesn't work and gives the following error:

Creating Entity with an invalid parent. Entity: Incident, ReferencingAttribute:customerid

Can the experts out there please help me with this one?

Note:- For the case entity, activities is already marked/ticked under Communication & Collaboration.

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Arvind Bhat 295 on at

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RE: MS CRM email to case workflow error Creating Entity with an invalid parent. Entity: Incident, ReferencingAttribute:customerid

Thanks a lot Leo for your kind reply. On creation of an email, I am making a call to this workflow through a post operation plugin. Its the same as triggering on email creation in CRM. I have faced this error on trigger of record creation and now as part of an explicit workflow call as well. Please check the below 2 error snapshots - same trigger and setting of customer id. Am setting the parent case same as you did. The explanation I am hearing from support is that this is by design. Email is not meant to be a parent of customer field and if you see the options on the lookup for it are contact and account. The post subject has the error details, workflow also gives the error in the last snapshot. Can you please explain how did you make this work? Or please point out where I may be going wrong. This is the D365 by the way.
LeoAlt 16,329 on at

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RE: MS CRM email to case workflow error Creating Entity with an invalid parent. Entity: Incident, ReferencingAttribute:customerid

Hi partner,

Could you share your configuration of your workflow? What's the trigger condition and how did you set value to child case.

For example, here are my settings.

1.Set the trigger conditions.

2.Set child case customerid value.

And I did not meet the same issue as yours.

Hope it helps.

Best Regards,

Leo