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When my case get created,
by default customer get created. When I convert case to Work order it says below line
The customer must be an account in order to convert case to work order.
So I am believeing that we always create Account after getting case and then make customer field set to account and then convert it to work order.
Please help in understanding this procedure. I tried google but it's not that helpful
Hi Ravi,
If you are creating the case via email, then by default, the Title field of the new case is set to the subject of the email and the Customer field is set to the sender of the email. If the sender of the email is a contact with a parent account, the Customer field is set to the parent account, and the Contact field is set to the sender of the email.
A workorder requires a service Account and an optional billing account.
Please refer the articles below.
https://neilparkhurst.com/2016/08/20/field-service-work-order-theory/
https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from-email
Best Regards
PG
Hi partner,
Work order needs Service Account and Billing Account by its business logic. But in case customer, we could choose Contact or Account.
1.When you creating a case manually from web, there will be no new account created automatically, the customer field is empty, you should do it manually.
2.If you create case convert from activities like phone call or email, the customer will be set default value by "Call To" in phone call or "To" in email.
If my understanding is not correct, please kindly share more information about what you want to know
Regards,
Leo
So the condition to convert to work order is make sure the customer in case is an account and the incident type has value.
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