Dynamics Community Forum Thread Details

Clearing out 'Contact' lookup on Opportunity automatically clears out the 'Customer' lookup

Hi All,

Noticed a very strange behavior today.

On the Opportunity form, I have the OOB fields - Account (parentaccountid) , Contact (parentcontactid) and Potential Customer (customerid). The customerid field is hidden on the form and is mapped the value of the Account field, when the Account field changes values.

When I clear out the Contact field and then save the record, I see that the Potential Customer field (customerid) is getting cleared out as well.

There are no custom form scripts / business rules / workflows / plugins which is causing this behaviour.

To confirm this, I spun up a new trial instance with absolutely no customization and did the same there.
Please note that Potential Customer is not placed on the form by default. Since it is a system required field, once placed on the form, it cannot be removed. So use Advanced Find to check the field values.

Create an opportunity with Account and Contact.
The Potential Customer is the same as Account.
Clear out 'Contact' lookup value and save the record.
The Potential Customer becomes blank now.

Help needed:

Is anyone else able to replicate this? Is this a bug?
Why this behavior? I am unable to capture the 'Potential Customer' blanking out through JavaScript, which means I need a workflow/plugin to keep the Account and Potential Customer fields in sync.

Working with Dynamics version 9.0.2.1087
Dynamics 365 Sales Application version 9.0.4.791

Thanks in advance

Hi Shidin,

Yes, I am able to replicate this issue and it (clearing the customer on clearing of blank even though account is populated) seems like a bug. I know the behavior of auto populating the customer field is there since very long. CRM has internal logic which checks if account is populated if yes then populated the account to customer if account is blank then it checks for contact, and then populates the customer with contact.

Because it looks like a bug, you should first contact Microsoft so that they can accept it as a bug and then fix it in the subsequent release. And in the meantime, add additional logic using workflow to populate customer from account. This can work even after the bug is fixed so it won't hurt anything.

Hope this help.

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