creating a select group of contacts available in the contact field picklist on the case form

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Posted on by Leoker

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hi all

my organisation is using CRM 2015 Online and now a service delivery manager has asked me to create an extra (2 option) field on the case form named 'authorised user: yes / no' and to make only those contacts which are marked 'authorised user: yes' available in the look up field Responsible Contacts on the case form. This way the servicedesk employees can only pick one of the authorised users from the Responsible Contact field when they create a case.

Below in the screenprint a visual on the lookup field Responsible Contact in our case form.

Does anyone have any advice on how to accomplish the above request?

Many thanks in advance for all your suggestions

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Leoker 593 on at

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RE: creating a select group of contacts available in the contact field picklist on the case form

waow, JD M, thank you so much for this CRM lesson! very, very helpful and very learnful, much obliged..

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JDMCRM 1,799 on at

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RE: creating a select group of contacts available in the contact field picklist on the case form

If this was meant to be for Contacts and not Users, use the existing 'Responsible Contact' Field on the Case Entity and create the Custom Field (Authorized Contact) / View (Authorized Contact View) on the Contact Entity instead of the User Entity.

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JDMCRM 1,799 on at

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RE: creating a select group of contacts available in the contact field picklist on the case form

To answer your question Leoker (hopefully I've interpreted your requirement correctly), this is how I might go about it.

First I would create a simple 'Two-Option' Authorized User Field on the User Entity and add it to the Form:

Secondly, create a new custom Field on the Case Entity called something along the lines of "Responsible User" and set the Lookup Record type to 'User'. Add this to the Case Form.

Create a new System View under the 'User' Entity called something along the lines of "Authorized Users". Edit the 'Filter Criteria' in the view to include only Users who are Authorized.

Although it's not required you can add the "Authorized User" Field as a column for reference purposes:

Go back to the Case Entity and double click on the "Responsible User" custom Field you have created and scroll to the bottom of the Field Properties. Turn 'off' the 'View Selector' and set the 'Default View' to your custom View 'Authorized Users'.

Now when you go to your 'Responsible User' Lookup Field on the Case Form you can only select from Authorized Users.

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JDMCRM 1,799 on at

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RE: creating a select group of contacts available in the contact field picklist on the case form

Hi Leoker, I may have read misinterpreted what you have said, but why would the Authorized User (Yes/No) Field be on the case? Would that not be on the User Record?

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