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Hello Everyone,
Im setting up a D365 CS to our org.
i made a web portal so customers can create a ticket via web.
when customer X, account Y, creates a case from web Portal, in the timline it shows Case Created by System for Account Y. instead of showing Case Created by X for account Y.
i have the same behaviour in the dashborb view. and i think it will be same problem when making report.
now what i want to do is make it display the contact how had created the case.
for example : when contact X from account Y, creates a case via web portal. in the timeline and dashbord view i should have the following :
Case : Created by X for account Y.
What im sure about is creating a workflow, but im not sure about the correct prepreties of this workflow.
Please find attached a screenshot from case timeline view. the concerned issue is underlined.
Thank you in advance.
Hi geek3,
The permission I mentioned above is permission in security role, only user can be assigned security role.
The created by field only can be filled with user, the portal customer is contact, so it can’t be filled with portal customer, you need create custom field as JSilva8507 advised above.
The reason for portal customer can create case is that setting entity permission in portal management.
Regards,
Leah Ju
Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.
One more thing,
IF you want to change in the timeline the automated post you can replace this post to a new custom one
With advanced find: select Post configuration entity
Search for: Incident - select
Go to TAB - rules and inativate the rule - New case created
And create a new auto post
community.dynamics.com/.../create-automatic-posts-in-dynamics-365-customer-engagement
Hi,
It´s a common scenario, but OOB you don´t have solution
Portal users aren´t system users in DYN365 - they are contacts. So in this way you cannot create or update the field createdby - to portal user.
A solution it´s to create a custom field:
Created by portal user- Lockup contact
Create a workflow or Power Automate - to update this field - when the case it´s created - This field will be populated with the contact of the case
And you can change your views and dashbarods to show this new field
Or more simple: change your views and dashboards - remove createdby and put contact of the case
Hello Ju,
Thank you for reply.
Sorry im not totally agree with you about permissions, if portal users, don't have create permissions, how they can create cases ? *consider this a newbie question*.
and i think we can achieve this but i don't know yet the correct step to use in my workflow.
It is very annoying to see a case created by system, while it is created by customer conact, that's why im sure there is a way.
i will wait to other reviews until we have a solid answer.
Thank you again.
Hi geek3,
Maybe you can’t achieve it, created by field is filled with system automatically, the customer who access the portal don’t have create premission for case entity.
There is a customer field in case form, it will show current user name in it.
Regards,
Leah Ju
Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.
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