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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Case View Issues
Service | Customer Service, Contact Center, Fie...
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Case View Issues

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Posted on by Keiron D 5

I have been tasked with creating a view, pulling from 2 entities. 

I require the view to show cases created from emails received into a certain Queue and also show cases with a certain "Sub-Status". 

I have tried to create the view using the Filters and the classic Advanced Find, but it will not let me select the fields needed. 

Any help would be appreciated.  

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  • Suggested answer
    Haig Liu Profile Picture
    Haig Liu Microsoft Employee on at

    Hi,

    1.pulling from 2 entities.

    —which two entities? What is the relationship between these entities and cases?

    2.the view to show cases created from emails received into a certain Queue and also show cases with a certain "Sub-Status".

    --‘ Sub-Status’ field is from case, or related entities?

    -- Did you convert the email to case by creating an " Automatic creation and update rules"?

    If so, you can create one custom field  in the case entity, mark the field in the automated rule, then you can use it to identify cases created from the email.

    3.but it will not let me select the fields needed.

    —which fields? which entities are they from?

    If you want to show fields from the parent entity, you can add them.

    If you want to show fields from child entities, maybe you need try to use nested grid:

    https://www.linkedin.com/pulse/sub-grids-cool-nested-cooler-i-guess-preview-gallery-control-khosla

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