Import Case History (comments/emails) data from 3rd party CRM

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Posted on by JMAtoms

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Hello, I'm able to import case details like submitter, owner, date, and number, etc... into Dynamics. But How do I import comments and case history details?

I'm able to export all "notes" from the CRM into a table that includes the case number, organization, note/comment, and the person who submitted the note. How can I get this information into cases that I've imported into Dynamics?

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Hi JMAtoms,

Three is an entity named ‘Note’, and it has a ‘Regarding’ filed, where you could populate the title of the case. (The Case title in the Regarding field will have to be exactly the same as they currently exist within CRM otherwise the import will fail).

The note entity not show in the sitemap out of box, you can add it to the site manually, which will be more convenient.

you can refer following link to know about steps of importing notes:

https://d365demystified.com/2020/06/26/excel-importing-notes-annotation-entity-in-dynamics-365-crm/

Regards,

Leah Ju

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JMAtoms 125 on at

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Hi Leah,

thanks for the information. I'm in Settings > Data Management > Templates for Data Import. The screens dont quite match the link provided and when I download template for Notes, it has only 3 columns: Title, Owner, Description. No regarding field. There isnt an option to choose specific columns. Should this potentially be done with Activities instead? If I import Activities with a regarding field of the case, and the activity type as email (for which almost all of these comments really are) would thesse activities get imported into the case timeline?

Lastly, what to do if there are cases with the same name? Theres probably a few hundred with the name "Password Reset" or something just as vague.

EDIT: I've successfully extracted all the comments out of our old helpdesk. I've formatted it properly for an activity import. I only need clarification on what to do with identical case subjects.

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Hi JMAtoms,

You just ensure that each activity record can map unique case record, if ‘case title’ field is not unique, you can select other unique field (like case number etc).

1.Clicking ‘Import from excel button’ in the view page, then select email and file.

2.Clicking ‘Next’ button, then click ‘review mapping’ button.

3.Find ‘Regarding’ field and click ‘’ icon to move to case.

4.You can notice that the default referred field is case title, you need change it to another field you need, then click ok and finish import button.

Note:

You need fill unique field value that you select in the regarding column in the excel file.

you can also refer following link to know more about it.

https://powerobjects.com/crm-101/dynamics-crm-data-import-create-relationship-with-entity/

https://community.dynamics.com/crm/f/microsoft-dynamics-crm-forum/153658/how-to-map-a-lookup-on-multiple-fields-in-data-import-wizard

Regards,

Leah Ju

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