Creating a case against contact only

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Posted on by Community Member Microsoft Employee

Hi,

I have the following requirement from a potential client in the service management module:-

1) Case can only be raised by a contact (not customer/account as per default)

2) Case can be regarding an account but not raised by an account (so a contact raises a case and might say it is regarding account B. We should be able to show that on the case record and be able to see all recent cases against the account as well as the contact.)

3) The contact raising the issue might not be related to the account at all.

How do i do this? Case management has customer field as mandatory and if you choose an account, you can't choose a contact not related to the account. I am at a bit of a loss on how to configure this and is there would be repercussions.

Thanks!

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Service

Case Management

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Answers (1)

Community Member Microsoft Employee on at

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RE: Creating a case against contact only

Works like a charm. Thank you!
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RaviKashyap 55,410 on at

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RE: Creating a case against contact only

Oops. I forget to mention that while registering the method, you need to pass execution context. refer the second point in the below thread-

docs.microsoft.com/.../walkthrough-write-your-first-client-script

Hope this helps.
Community Member Microsoft Employee on at

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RE: Creating a case against contact only

Hi Ravi,

Thanks for this. I get an error msg when i try to use your script. I created an onload control that calls setcustomerfieldtocontactinly function

I am not a coder and this is the first time i have dealt with scripts so any help would be appreciated.

Thanks!

J
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RaviKashyap 55,410 on at

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RE: Creating a case against contact only

As an alternate solution, you can restrict the customer lookup to display only contact record (not account) so this way you could still use the system as is (you need to create separate Account field for your 2nd requirement though).

You can refer the below scripts for either copy or setting default to contact-

==============================

function setCustomerFieldToContactOnly(executionContext) {

var formContext = executionContext.getFormContext(); // get formContext

formContext.getControl("customerid").setEntityTypes(["contact"]);

}

================

Hope this helps
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RaviKashyap 55,410 on at

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RE: Creating a case against contact only

Hi,

1) You cannot remove Customer field as it is sytem required however you can write a javscript to copy the value from Contact field to Customer field. You can then hide the customer field and make Contact field as required.

2) For this, you can create a new lookup field "Account". This should help you achieve your requirement.

3) By doing the above 2, you will not face this issue

Hope this helps.

Creating a case against contact only

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