Case number not being generated

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Hi there, we have a situation where a handful of users create a case, but the case number is not being generated e.g. the case number is left blank.

We have just recently updated to Dynamics version 9 and this seems to be when the problem identified above started.

We have checked all roles etc and compared these with other users who do not have the same problem. We have activated and deactivated accounts and have run out of ideas.

Has anyone experienced this problem and how did you fix this?

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Case Management

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Arun Vinoth 11,615 Moderator on at

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RE: Case number not being generated

You didn’t tell us is that the OOB case numbering or any custom solutions like plugin, WF, etc been used. More context needed to assist you better.

If you have enabled audit - you can find some pattern in there.

Verify if any exceptions are there in plugin trace logs or system jobs.

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Community Member on at

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RE: Case number not being generated

Hi our cases use OOB functionality - no custom plugins etc.

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Arun Vinoth 11,615 Moderator on at

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RE: Case number not being generated

If there is no coding involved or code change happened or 3rd party code involved, issue appeared after the upgrade then raise a high priority ticket with MS support to solve it.

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antc 2,909 on at

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RE: Case number not being generated

Have you changed a users team and security roles to a user that doesn't have the problem and tested?

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