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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Customer field in '...
Microsoft Dynamics CRM (Archived)

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

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Posted on by Community Member

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? 

 conver-to-case.PNG

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  • Suggested answer
    Mahendar Pal Profile Picture
    Mahendar Pal 45,095 on at

    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

  • Community Member Profile Picture
    Community Member on at

    Thanks Mahen. Is there any documentation I can access to learn more?

  • Suggested answer
    Mahendar Pal Profile Picture
    Mahendar Pal 45,095 on at

    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

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