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Edit "Created By : System for Account .. " field in the Timeline when case created from Portal

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Posted on by geek3

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.

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Community Member on at

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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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geek3 30 on at

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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.

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JSilva 485 on at

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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

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JSilva 485 on at

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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

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geek3 30 on at

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Hello JSilva

Thank you for your detailed answer. i think it will resolve my issue.

I will test that and back here with my feedback.

Regards.

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JSilva 485 on at

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Hi,

Nice!

If was helpfull please verify my suggestion

Tks

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Community Member on at

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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.

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geek3 30 on at

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Hello Leah

i really appreciate your valuable infos.

thank you for the explanation

Regards,

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