Microsoft Dynamics CRM (Archived)

Working with Contracts and Cases

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Posted on by AdamFrank

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Hi Guys,

I am fairly new to working with CRM and we are trying to figure out contracts and cases. Here is a situation:

When a customer buys an SLA from us, I enter it as a contract in CRM and create a contract line item for the amount of hours they purchased.

Now say the client purchased 25 hours. Then i have an installation for them so i create a case relating to the installation that takes 20 hours so that would leave me with 5 hours remaining. Then lets say they want training and training takes up 15 hours so they purchase another 25 hours. Now I create another contract (or another contract line item). is there anyway to have CRM automatically split up the hours between the 2 so that activities (emails, phone calles, etc) regarding this case does not have to be split up? Or is there another way of doing this so that everything is tracked properly?

Thank you in advance

Adam

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Mohammad Atif on at

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Hi Adam,

Could you please check if that is helpful: rc.crm.dynamics.com/.../ui_cs_case_list.htm and see you can get this information from there.

Thanks,

Mohammad

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Gus Gonzalez 27,113 on at

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I think that you need to add the hours to the current contract since you can only list one contract at a time for a case.

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AdamFrank 435 on at

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How do i add the hours to the current contract? Everything seems to be greyed out relating to hours in contract lines.

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AdamFrank 435 on at

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I'm still stumped on this. Anyone else with any hints or tips on doing this?

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Community Member on at

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Unfortunately you can not add additional lines to a contract once it is invoiced. On suggestion to get around this is to create a contact line that is the "price" for the contract and create a seperate entity that actually holds the number of "hours" or allotments for the contract. You can tie the new entity to the contract line/contract it effects. You do lose the automated decrementing by doing this but it is more flexible.

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