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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Unable to submit porta...
Microsoft Dynamics CRM (Archived)

Unable to submit portal comments when case is owned by a team

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Posted on by Community Member Microsoft Employee

Hi,

We are using Dynamics 365 Online with Portal add-on. We are using the out-of-the box support - functionality where user can open new cases and read & add portal comments.

In CRM, cases can be owned either by users or teams.

When the case is owned by a team, it is currently not possible to add a new portal comment through Portal.  If case is owned by a User, portal comments work just fine. We do not have any plugins or other custom configurations in CRM-side and this can be reproduced also by opening a new Dynamics environment with no customizations.

Any ideas how to overcome this issue? 

Kind regards,

*This post is locked for comments

  • Suggested answer
    Blitzey Profile Picture
    Blitzey 370 on at
    RE: Unable to submit portal comments when case is owned by a team

    I am also having this issue, the server trace throws "Invalid Party Object Type 9"

    This is because of the design of Portal Comment. When we add a comment in Portal, it is going to create a Portal Comment record in CRM and set the value of the case owner to the To field. But in the To field under Portal Comment entity, it can only be set value from Account, Contact, Lead and User. The To field is unable to be set value from a Team. So the error occurs. (Same behavior as the From field.)

    There is not a fix for this from Microsoft.

    5305.image001.jpg

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Unable to submit portal comments when case is owned by a team

    The error we are seeing after hitting "Submit"-button is a generic one: "An error occured while processing this request"

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