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Quick create form does not populate the customer field value in case form

Posted on by 15

Hi people,

I am facing an issue with quick create form.

When trying to create a new case from account related tab, when I click on new the quick create case form loads but the customer field value is not populate with the account details.

Tried disabling quick create and created a new case from account.the main form does not show this issue.customer field value is autopopulated when form loads .

Issue is with the quick create form.

Please let me know if any resolutions that I can try.

Thanks in advance.

  • Chris T Profile Picture
    Chris T 192 on at
    RE: Quick create form does not populate the customer field value in case form

    Hi. Thanks for your response. I have 2 solutions, each with a model-driven app, and both have the required entities and forms. The problem only occurs when creating a new Case from the Case view. If the new Case is created from an Account or Contact, the quick create form is displayed with the relevant Contact or Account.

    I could change the business process to get the users to only create new Cases from either the Account or the Contact, but I would like to know why the quick create form does not display when creating a new Case from the Case view.

  • Suggested answer
    Fubar Profile Picture
    Fubar 2,750 on at
    RE: Quick create form does not populate the customer field value in case form

    @Chris T  make sure that the App that you are using includes the Account/Contact entities and also the Quick create forms for those entities included in it.

  • Chris T Profile Picture
    Chris T 192 on at
    RE: Quick create form does not populate the customer field value in case form

    Hopefully related to this previous issue, when creating a new Case (not from an Account or Contact), the quick create form does not load, to allow me to enter an Organisation or Contact. I get an error message, "The case is missing customer". I cannot save the new Case until I enter a value for Customer (Account or Contact).

    Creating a Case from an Account, the Account name is is displayed in the quick create form for the Customer. The Customer Quick Create form is displayed in the Case (account card and case contact card).

    I have checked the customisations and the quick create form is displayed in the Case form as the out of the box condition.

    I am using the Unified Interface on Dynamics 2020.

    Any ideas?

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Quick create form does not populate the customer field value in case form

    Hi PN100,

    Maybe  you can try to use another browser or clear browser cache to test again.

    Regards,

    Leah Ju

  • PN_100 Profile Picture
    PN_100 15 on at
    RE: Quick create form does not populate the customer field value in case form

    Hi Leah,

    Thanks for your reply.

    Actually I have already checked above things.

    Customer field is available on quick create form

    All the scripts are disabled on onload of form

    there is relationship mapping available.

    Also this issue is only in one instance- i.e. production For other instance it is working fine.

    Dont know why it is giving issue in production

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Quick create form does not populate the customer field value in case form

    Hi PN100,

    1.Check if the Quick Create form contains the customer field.

    Go Settings > Customizations > Customize the system > Entities > Case > Forms > quick create form.

    Making sure Customer field is added to the form.

    pastedimage1607914063039v1.png

    2.Check if js is applied to the quick form creation to edit customer field value.

    3.check relationship mapping field.

    Go Settings > Customizations > Customize the system > Entities > Case > N: 1 relationships.

    Find case and account record, click mapping on the page.

    pastedimage1607914421437v2.png

    Regards,

    Leah Ju

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

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