Lookup fields from custom entity on Case Form

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Posted on by Community Member Microsoft Employee

Hi Everyone.

I have a requirement for a case that basically needs to route a case to the correct team based on the field the user chooses.

I have a a custom entity called Service Request Route which has the following fields:

1. Case Type

2. Team

3. Manager

4. Resolution time

Basically on the case form when a user chooses the Case Type it should match to the custom entity and assign it to that team or escalate it to that manager after resolution time has passed.

What is the best way of doing this?

Thanks in advance!!

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TheMarkChristie 10,328 on at

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RE: Lookup fields from custom entity on Case Form

Are you trying to map this entity to the case? If so you will need to have the field types matching
Community Member Microsoft Employee on at

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RE: Lookup fields from custom entity on Case Form

Hi Mark

Thanks for your answer.

This indeed assisted me to route the case to the correct team. I am only having issues now automatically reading the data from the custom entity I added.
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TheMarkChristie 10,328 on at

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RE: Lookup fields from custom entity on Case Form

Hi Aadil

I would recommend using "Case Creation Rules"

www.microsoft.com/.../create-rules-to-automatically-route-cases.aspx