Determine which Relationship an Associated View Uses

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Hello,

I am trying to customize which 1:N relationship an associated view uses to display records.

We currently have two 1:N relationships defined for Lead to Phone Call. The first one is the OOB relationship "Lead_PhoneCalls" (Parental) and the second is a custom relationship we created called "cov_Lead_PhoneCall" (Referential) which we use for a custom workflow process. The second one does not always get filled in on records. So when I open the "Associated Phone Calls" view on a Lead record it does not show all the associated phone calls for the lead. I believe what is happening is that the Associated Phone Calls view is using our custom relationship instead of the OOB relationship.

Is there a way to force the Associated Phone Call View to use the OOB Lead to Phone Call relationship without deleting our custom relationship?

CRM Version: D365 On-Premise

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Alex Fun Wei Jie 33,628 on at

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Hi,

Question : Where did you create the phone call record? through social panel , custom phone call navigation or activities navigation?

Because the result would be different :

if you create through social panel , the CRM system is using "Regarding" .

if you create through custom phone call navigation or activities navigation, the CRM system is using the custom field you created.

Custom phone call navigation

Create through social panel

Create through Activities Navigation and Custom Phone Call Navigation

Solution

- create a workflow / business rule to sync the value into your custom phone call field.

I don't know why you create such design, because this might caused even complicated in future and confuse to the user.

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Hi Wei Jie Fun,

Thank you for the quick and detailed response. We create all our phone call records by using the Add Phone Call option under Add Activity on the Lead/Opp form. We've never used the Social Panel as of yet.

The regarding field on Phone Call activities is always filled in with the Regarding Lead/Opp. But sometimes the custom field "Lead to Phone Call" is also filled in and the custom relationship looks at this custom field. We are noticing that the phone calls that do not have this custom relationship field filled in are not showing up in Associated Phone Call View. But the Regarding field is always filled in so we would like the Associated View to use the relationship that looks at the Regarding field.

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Alex Fun Wei Jie 33,628 on at

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Hi,

Sometimes we really cant control how user is working with the system because there are many methods to create a phone call such as through advanced find , quick create and etc.

So , if you insist to keep this the custom relationship, create a business rule /workflow to sync the value as mentioned in my previous comment.

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Yes, I suppose we could create a workflow to sync the 2 fields and run a script to backfill the existing phone call records. This adds another workflow that runs every time a phone call is edited though and this will put more stress on resources. I was hoping I could just repoint the Associated View to the correct relationship but so far in my research I have not found a way to do that.

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So I did some more research and I think I am closer to the answer. I found that on the Lead form, in the Navigation section, all the relationships are listed on the form itself and I think these are the relationships that particular form is using to generate associated views. If I double click on the Phone Call relationship on this form, the pop-up shows the name of the relationship and it is my custom Lead to Phone Call relationship.

So I just need to remove this relationship from the Lead form and replace it with the OOB Lead to Phone Call relationship. The problem is, I can't get the OOB relationship to show up in the Relationship Explorer on the right hand side. I can remove my custom relationship but can't add the OOB one. I think the issue might be with the display option on that relationship but the display option is greyed out so I can't change it.

Any ideas on how to get the OOB relationship to show up in the Relationship Explorer?

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Alex Fun Wei Jie 33,628 on at

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Hi,

create a business rule, this only trigger when user create the phonecall or change the phonecall, it wont take much resources; you can refer the previous picture i shared.

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Alex Fun Wei Jie 33,628 on at

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Hi,

if this is lock , means we cant change it. CRM system use activities ,it enable user to create all entities that set as activity in one place.

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