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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Contact input field in...
Customer experience | Sales, Customer Insights,...
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Contact input field in Case entity portal disabled

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Posted on by EBMRay 873

Hello everyone,

I have an issue to create a case in the Customer Self-Service portal. While creating the case, I can't select the contact person's input to choose for which manager I want to assign. Also, it's not clickable and it's required to create the case.

77673.Capture3.PNG

While I refresh the page it shows the input of contacts and hides directly when it's refreshed.

7026.Demo.gif
Do I have to assign each customer a contact person to select for which manager this case will be received? Or it's not related to this idea.


Furthermore, where I can customize the create new case form? E.g.: I want to change the duplicate subjects in the dropdown.

Also lest's assume I am the customer and I want to assign the contact field to the person that I am working with so he can receive in an email my case directly how could I do that?


Any suggestions or helpful documentation showing how to achieve that?

Any help will be greatly appreciated.

Thank you!

  • Suggested answer
    Nicholas Hayduk Profile Picture
    Nicholas Hayduk 2,863 on at
    RE: Contact input field in Case entity portal disabled

    Hi,

    Take a look at the custom JavaScript that comes out of the box on the case form.  It shows the contact only if you select an account record as the customer.  If it's blank, or you select a contact as the customer, the contact field will be hidden.

    The experience is controlled in the "Customer Service - Create Case" entity form, along with the model-driven form that the entity form points to, called "Web - Create Case".

    Hope that helps.

    Nick

  • Verified answer
    Nicholas Hayduk Profile Picture
    Nicholas Hayduk 2,863 on at
    RE: Contact input field in Case entity portal disabled

    Hi,

    Take a look at the custom JavaScript that comes out of the box on the case form.  It shows the contact only if you select an account record as the customer.  If it's blank, or you select a contact as the customer, the contact field will be hidden.

    The experience is controlled in the "Customer Service - Create Case" entity form, along with the model-driven form that the entity form points to, called "Web - Create Case".

    Hope that helps.

    Nick

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