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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / CRM 2016 incident cann...
Microsoft Dynamics CRM (Archived)

CRM 2016 incident cannot select a contact out of selected account - invalid contact error

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Posted on by Community Member

Hi all,  in CRM 2016 we can select contact out of account that case related but cannot save . we get an error "Invalid Contact - the specified contact doesn't belong to the account selected as the customer Specific a contact that belongs to the selected account and then try again."

I have gone through customization and couldn't find any thing that check this condition on save incident .

any help would be highly appreciated 

:)

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  • Suggested answer
    Community Member Profile Picture
    Community Member on at
    RE: CRM 2016 incident cannot select a contact out of selected account - invalid contact error

    The contact you are selecting must be a contact under the account that you have already selected. Otherwise it will throw error.

  • Community Member Profile Picture
    Community Member on at
    RE: CRM 2016 incident cannot select a contact out of selected account - invalid contact error

    how to disable this option as for our business on cases / incident we need to have option of adding a contact not belongs to account related to case . as it could be contact of IT support / Agent raise the case on behalf on customer.

  • Verified answer
    Community Member Profile Picture
    Community Member on at
    RE: CRM 2016 incident cannot select a contact out of selected account - invalid contact error

    This is annoying, but it seems to have been this way since 2015. I suspect it is something to do with SLAs / Entitlements to make sure there is no contradiction between the service level for the customer or the contact.

    The OOB Primary Contact lookup is not a required field, so you could ignore it, and remove the field from forms, business processes and views.

    There is a second lookup to Contacts as "Responsible Contact" which I think covers your scenario, so add this to the form instead, or of course you could create a custom lookup if you feel the need.

    I would suggest you filter the lookup to prompt users to choose a contact who works for the Account, but allow them to over-ride this for the times when they need an exception. This can make it much easier to choose the right contact for the 9 times out of 10 when they do work for the customer, especially for very common names.

  • Community Member Profile Picture
    Community Member on at
    RE: CRM 2016 incident cannot select a contact out of selected account - invalid contact error

    Hi Thanks , we had three jumps from 2011 to 2013 then 2015 and then 2016. so we haven't use 2015 much.

    we already have a custom field look up for contact added on 2011. so we can choose same field instead of responsible contact. as we have data in old look up we have added.

    any way if we talk about SLA , we cannot use business hours options to count SLA clock as this works only for USA region settings.  currently we can use SLA only 24x7 which is not suitable for our business.

    thank you for your reply.

  • Vipin J Profile Picture
    Vipin J 1,603 on at
    RE: CRM 2016 incident cannot select a contact out of selected account - invalid contact error

    Hi Adam,

    I am also sending Auto Response on case creation.

    First, I have remove field from Business Process Flow, but it is still throwing the same exception.

    Also I am unable to remove Primary contact field from the form as it is system required field and CRM is not allowing me to remove the field.

    Please suggest.

    Regards,

    Vipin Jaiswal

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