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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Issues & Cases Act...
Microsoft Dynamics CRM (Archived)

Issues & Cases Activities

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Posted on by Community Member

Hi - when I create a case/issue in CRM Dynamics and assign it against a current customer, no problem.  Its created and lives within the Issues section.  However when I open up the customer account, I don't see the 'case/issue' nor the activity associated with it.  Is there a way to link the two?  I would of expected that as activities and cases are entered, it would show up in the account section or even that of the contact.

As a seller, I would want to know if the account I'm calling into has an open issue/case. 

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  • Suggested answer
    Community Member Profile Picture
    Community Member on at

    Go into Settings-Customizations

    Collapse the Entities grid and select Account, then click Forms.  Select the Main form.

    Find the Recent Cases Entity on the form, and double click it.  Ensure that the default view is set to  "Active Cases" under the Data Source portion

  • Community Member Profile Picture
    Community Member on at

    Hey thanks for looking, its getting me closer.  I don't have Account, but Company, but I can find that "recent cases entity".  However how to I set the view to appear?

  • Suggested answer
    Community Member Profile Picture
    Community Member on at

    If you have the 'Recent Cases' entity on the Company form, you just double click the entity.  That should open the Set Properties page.  From there, scroll down to "Data Source" and ensure the Default View is set to Active Cases and not just "My Active Cases".  Also ensure the Records portion reads "Only Related Records"

    Also, if you make any changes to the form, ensure you "Publish All Customizations" before reloading your Company page.

  • Community Member Profile Picture
    Community Member on at

    This is helpful - but I just cant seem to get it to show up.  I can get into the form where I can see the lists of things, but when I try to add it to the form, it wont do it.  Sorry for my lack of technical terms.

  • Community Member Profile Picture
    Community Member on at

    No worries for the lack of technical terms!

    Could you elaborate on 'it won't do it'?  You have the "recent Cases" entity on the Customer form correct?  

  • Community Member Profile Picture
    Community Member on at

    The example, I can see all that your describing, but cant get it to link to the company view.  I have a blank view within Company called "tab" and I can delete it, I just cant replace it with Issue.

  • Community Member Profile Picture
    Community Member on at

    I do have recent cases and can see it within the form editor but I cant seem to get it to add to the page, ie remove a blank section called Tab, and replace it with 'cases'  load even after publishing.  

  • Verified answer
    Community Member Profile Picture
    Community Member on at

    Ok try this first:

    With the Customer form editor openm click the Insert tab at the top of the page, then select "Sub-Grid"

    Enter a form name, Label name, set the Records field to read Only Related records, Entity: Cases, Default View: Active Cases (or ALL cases if you wish to view closed ones as well). Then click Set

    This should add the sub-grid somewhere on your Customer form.  You can click and drag it to your desired location.

    Follow these steps and let me know which part you get hung up on

  • Community Member Profile Picture
    Community Member on at

    Thank you so very much - This worked!!!  

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