Workflow to assign case to value of User or Team on related entity

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Posted on by Cyclefitness

I have a custom entity for different service types; like welfare and food stamps, which I called Programs. Each Program is worked by a team. The team often changes how new incoming cases are assigned; sometimes a Coverage person on the team; sometimes a specific person, then other times to the team in general. I want to track this piece of information on the Program record and make it the responsibility of the Team Manager to maintain this value.

Then I will use an on-demand workflow to "Assign incoming cases" which will go lookup this value. The problem is that the field has to be either a lookup to a User or a Team. How can I make it behave such that it's a lookup to both, like you see when you Assign a case from the UI?

I'm suspecting there is a very easy OOTB solution for this and I'm over-complicating things. ;-)

Thanks in advance!

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Neil Parkhurst 10,727 User Group Leader on at

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You can not define a polymorphic relationship in CRM. The only ones available like the ones on case, opportunity are system relationships you have no control over.

Meaning you can not have a custom relationship linked to teams and users.

To achieve this you need to create two relationships and populate one or the other depending on your requirement.

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Aileen Gusni 44,524 on at

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Hi Debra

CRM does not support custom lookup to multiple entity like team or user in ownership or account or contact in customer.

So you need to create the two lookups each one to User and team.

Your probably can have type (option set) which this one can be user or team then use javascript to shoe and hide.hope this helps.

ThAnks.

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ManirajKV 1,477 on at

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Hi Debra,

You may follow this link to acheive your need. But its unsupported.

https://nothingnessit.wordpress.com/2015/04/27/crm2013-multilookup-modify-the-code-crm2011/

otherwise, you can follow the way Aileen suggested :)

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Drew Poggemann 4 on at

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Hi Deb,

A thought for you... Can you utilize the owner field as the primary field that will be used to manage who is working the program? This can be assigned to a team or a user which is what you need. You can then utilize the auditing capability on the entity and audit the owner field to see how this changes.

You can then assign the case to the same owner as the program which would be either a team or a user based on how it is assigned.

Sorry if this is not what you are looking for...

Thanks,

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Cyclefitness on at

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Thank you for the reply, Neil.

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