Creating IT Helpdesk/Ticketing System without using cases?

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Hello,

I'm looking to create a ticketing system for our company within our CRM. Everyone who would be using the ticketing system would have access to our CRM (no outside clients).

This would be simple to do if using the cases feature, but with Microsoft licensing changing next year and the CRM essentially splitting in to two parts - I don't think our company is going to pay for the Case Entity.

Therefore, I was wondering if anyone has tried to create a Ticketing system WITHOUT using cases?? Perhaps just simply created an entity where people can go on to the CRM and create a new record as a 'ticket'

Any advise/thoughts would be appreciated :)

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Radu Chiribelea 6,667 on at

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RE: Creating IT Helpdesk/Ticketing System without using cases?

Hi Katie,

As per the Licensing Guide : download.microsoft.com/.../Dynamics_365_Enterprise_edition_Licensing_Guide.pdf

With regards to the Custom Entities (page 17) :

If the custom entity is based on or replicates the functionality of entities included in Microsoft Dynamics 365, or if the entity links to entities included in Microsoft Dynamics 365, then users accessing the custom entity must also be licensed to access the included or replicated entity. For example, users creating an entity that replicates the cases entity for a ticketing system would still require the user to be licensed for cases. In other words, customizations may only be performed against entities users are licensed to access.

So basically if you create an entity that mimics the Case entity functionality, you'd still need a license that allows you to access the Case entity.

Regards,

Radu

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JohnAnonymous 5,241 on at

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RE: Creating IT Helpdesk/Ticketing System without using cases?

I don't think a lot of people whould have done this, as the case entity has always been a part of most licenses.

Next to that, I think you would be in breach of the license when you create a custom entity to replace the functionality of a standard entity. This is the same with using the Teams license.

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Neil Parkhurst 10,727 User Group Leader on at

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RE: Creating IT Helpdesk/Ticketing System without using cases?

Technically this wouldn’t be allowed as you shouldnt replicate the functionality of cases (or opportunities) to simply avoid paying for a sales or service app license.

Additionally you may be able to create something to meet your current requirements. But you would find it difficult to replicate some functionality in case routing, portals, SLAs etc etc. And any future release that expand on case functionality would not be available to you.

And the development time wouldn’t be small. You should factor that in when considering the cost saving on licenses! As you may find he total cost of ownership actually increases.

All in all, even forgetting the license constraint I would suggest that using the out of box functinality would almost certainly be the best solution long term.

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