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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Saved record in portal...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Saved record in portal doesn't synchronize within CRM

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Posted on by Alex519 44

Hi everyone,

I would like to know if when I am saving a record in portal, would it be automatically synchronized in CRM ?

It seems like not working correctly. Well, I have filled a lookup field in an entity form and after submit action ended that lookup field is empty.

However some others fields are well saved in CRM after submitting the form on portal.

Is it a standard behavior for lookup field ?

Regards,

I have the same question (0)
  • Suggested answer
    LeoAlt Profile Picture
    LeoAlt 16,331 Moderator on at

    Hi Partner,

    I test in my customer self- service portal and it worked well. The lookup field could be synced to D365 automatically.

    For example, I created a new case in portal with lookup field customer.

    pastedimage1601436033782v2.png

    And this record sync to D365 successfully.

    pastedimage1601436084460v3.png

    So you could check the following points.

    1.If there is any other custom JS, business rule, workflow, power automate or plug-in related to the lookup field in your instance.

    2.Check if you have the entity permission to the lookup related entity in portal.

    3.Restart your portal and try again.

    Regards,

    Leo

  • Alex519 Profile Picture
    Alex519 44 on at

    Hi Leo,

    Sorry for the delay.

    I checked the part 1 and you are right. I have a workflow that went in conflict with another workflow used for Portal.

    However it is not working for all my records. In some cases, lookup field is updated in CRM but for others it is not working and lookup field value that has been submitted got removed.

    I don't think it is related to my workflows but I don't know where it is coming from ?

    Do you have any lead ?

    Regards,

    Alex

  • LeoAlt Profile Picture
    LeoAlt 16,331 Moderator on at

    Hi Alex,

    Thanks for your information.

    1.You could try to disable the 2 workflows and try again.

    2.You mentioned that in some cases, the look up value could be updated to D365 correctly, could you share more details about in which situation will the value be updated to D365?

    Regards,

    Leo

  • Alex519 Profile Picture
    Alex519 44 on at

    Hi Leo,

    I can disable only disable one workflow since the other one is used in Entity List (action button type of workflow in option tab).

    The last one is used when I want to perform an action from the entity list on a record.

    In the option tab below action button section of workflow, I set "once ended" option to "Redirect to entity form" and then select one.

    However once in portal, it is loading a record that is different from the one I have selected (Ex : Perform an action to record AA and web page displayed after workflow ended is always record AB whatever record I select. (record AB is on the top of the list)

    Issue comes from here I guess but I don't understand why web page ID changed, that is why it seems like Lookup field get cleared when I pick the first record of the list.

    If you need more details, I can provide it

    Regards,

    Alex

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