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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Can not create a new C...
Service | Customer Service, Contact Center, Fie...
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Can not create a new Case record

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Posted on by AS-Ed Ellis 10

I have an on-premise CRM2016 installation that was upgraded from CRM 2015.  When I am trying to create a new case record it loads the form and then gets stuck loading business logic, and just hangs there.  The error I get when leaving the form does not make any sense to me, it is "Object doesn't support property or method 'getRequiredLevel'"  The only place I have found a reference to 'getRequiredLevel' is in the XRMPageTemplate.js file.   Can anyone help me figure out what is going on?

Thanks,

Ed Ellis

Software Engineer

AS Software, Inc

  • Suggested answer
    Satish Tiwari - CRM Profile Picture
    Satish Tiwari - CRM on at
    RE: Can not create a new Case record

    I would suggest to open a support ticket so that we can investigate it further to find out what is causing issue here.

  • AS-Ed Ellis Profile Picture
    AS-Ed Ellis 10 on at
    RE: Can not create a new Case record

    it still happens even when clearing the browser cache and when using Private mode.  It is still happening to other users as well as me.

  • Suggested answer
    Satish Tiwari - CRM Profile Picture
    Satish Tiwari - CRM on at
    RE: Can not create a new Case record

    Have you tried clearing browser cache or try in in-private browsing ? Is it happening with all users ?

  • AS-Ed Ellis Profile Picture
    AS-Ed Ellis 10 on at
    RE: Can not create a new Case record

    Ok - I upgraded the server to 8.2.2.112, and it works on the server machine with google chrome.  but it does not work with IE 11, and does not work from my local machine with any browser (Chrome, Edge or IE 11)   Although with Chrome and Edge I do not see the error anymore (it still there in IE 11 both on my local machine, and the server machine)

  • Suggested answer
    Satish Tiwari - CRM Profile Picture
    Satish Tiwari - CRM on at
    RE: Can not create a new Case record

    This is RTM version of CRM 2016 so, I would suggest to upgrade CRM 2016 server to at least to 8.2.2.112 build and then check if it helps in resolving the issue. You can download 8.2.2.112 from here - www.microsoft.com/.../details.aspx

  • AS-Ed Ellis Profile Picture
    AS-Ed Ellis 10 on at
    RE: Can not create a new Case record

    When I do about in the CRM it says 8.0.0.1088 (DB 8.0.0.1088)

  • Suggested answer
    Satish Tiwari - CRM Profile Picture
    Satish Tiwari - CRM on at
    RE: Can not create a new Case record

    Thanks for sharing update, Ed. Can you share the exact version of CRM 2016 ? Is it 8.2.0.x or 8.2.2.x or higher version ?

  • AS-Ed Ellis Profile Picture
    AS-Ed Ellis 10 on at
    RE: Can not create a new Case record

    1) I disabled, and then removed the on load script, and there was no change in behavior

    2) "Use legacy form rendering" is set to No

    3) I am using CRM 2016 and the CRM 365 SDK (v8.x)

    Ed Ellis

    Software Engineer

    AS Software, Inc

  • Satish Tiwari - CRM Profile Picture
    Satish Tiwari - CRM on at
    RE: Can not create a new Case record

    Hello Ed,

    1. Is there any onLoad or onSave script on the case entity form ? If yes, can try deactivate it and check the behavior ?

    2. Please make sure you are in system settings, option "Use legacy form rendering" is set to No.

    3. What is the version of CRM you are using ?

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