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Primary Contact field on Case doesn't retrieve active Contacts

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Posted on by autumn

We encountered a situation where the primarycontactid field on the Case record does not return results for active Contacts in the system. Long story short, we opened a ticket with Microsoft support, demonstrated the problem live, examined fields together, and their final solution (stated and confirmed twice) is to create a new Contact field on the Case record and stop using the primarycontactid field. I understand the solution, but it feels extreme, as we will also have to adjust forms, views, and workflows to accommodate this new Contact field.

Has anyone else encountered this before with a primary system field? And what was the recommended solution?

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Dengliang Li Microsoft Employee on at

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Hi,

I might have encountered the same problem as you.
If just clicking on the input box will show the recent contact records.

If I click on the magnifying glass button to search, no records are displayed.

When I click on the search button, I check the query request parameters of the web request made by that button in the browser backend.

In the parameter, the query issued by this button is for contact records that meet the following conditions.
The value of the contact's parentcustomerid field is the same as the value of the current case's Customer field.

If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more.
If you have further questions, please feel free to contact me .

Best Regards,
Dengliang Li

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autumn 5 on at

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Yes, that is the issue we are experiencing. We need to be able to enter the Account in the Customer field, and the associated Contact in the Contact field. But it seems the system is preventing us from doing that, and forcing us to use the Customer field for Account or Contact?

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