Customer field in 'Convert to Case' popup pre-fills with name of sender

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Hello,

We're running a queue of an Outlook shared inbox. All email items in the queue are converted to cases and assigned to reps to work. Previously, the CUSTOMER field in the 'Convert to Case' popup window did not pre-fill with any customer information.

Now it pre-fills with the email of the sender. Most of the time, the person who sent the email does not match the actual customer.

Is there a way to prevent the customer field from pre-filling?

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Mahendar Pal 45,095 on at

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RE: Customer field in 'Convert to Case' popup pre-fills with name of sender

Hi

This should help you to write plugin [View:http://blog.developers.ba/develop-create-update-plugin-dynamics-crm-2013/]

Also refer sdk it has samples which will help you, if facing any issues share it here.

Thanks
Community Member on at

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RE: Customer field in 'Convert to Case' popup pre-fills with name of sender

Thanks Mahen. Is there any documentation I can access to learn more?
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Mahendar Pal 45,095 on at

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RE: Customer field in 'Convert to Case' popup pre-fills with name of sender

Hi,

As this is a system dialog you want be able to control logic here but you can write a plugin on case pre create where you can check if customer selected is not correct clear this customer and search for correct customer and populate it with correct customer.

Thanks