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The customer must be an account in order to convert case to work order.

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Posted on by Ravi Fulani 812

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 

Categories:
Case Management
Entitlements / Service Level Agreements (SLA)
Activities
Queues and Routing
  • Suggested answer
    Community member Profile Picture
    Community member 2 on at
    The customer must be an account in order to convert case to work order.
    Hi,
    1.In the Field Service , locate and click on the "Accounts"  section.
    2.Look for that specific costumer open the customer record associated with the case for which you're encountering the error 
    3.Select the appropriate sales tax code from the dropdown menu.
    4.Save your changes.
     
    Better way Go to:
    Source app -> Field Service ->Accounts->To the That specific costumer "Bean To Cup Machine"->Servicing->Accounting->Sales Tax Code (CST/GST)->Save & Close
     
    It will solve your problem.
    Now try to convert to work order of your case it should Work
     
    Best Regard 
    Khalid Momin
                                              
     
  • Pankaj Gogoi Profile Picture
    Pankaj Gogoi 3,177 on at
    RE: The customer must be an account in order to convert case to work order.

    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

  • Suggested answer
    LeoAlt Profile Picture
    LeoAlt 16,329 on at
    RE: The customer must be an account in order to convert case to work order.

    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.

    pastedimage1596163315833v1.png

    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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