Microsoft Dynamics CRM (Archived)

Modify Create case form

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Posted on by SD_Dev

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Hi,

I am working on development of a customer portal site.

After creating a case from the portal, the customer field is getting mapped with the contact (portal user) name.

I want the customer field to be mapped with the Account field from CRM.

How can I change the field mapping in this particular scenario?

Also I haven't created a new entity form. I am just using the existing form 'Create a case web form' which comes with the initial adxstudio installation.

I am using CRM 2015 onpremise and adxstudio 8.0+ version.

Cheers,

Sagar

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Community Member Microsoft Employee on at

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RE: Modify Create case form

Hi,

once you register a user in Customer Portal the same contact will be created in CRM. You can check on the Contacts lists view.

Open the Contact and set the required account in the account's lookup (if its account not available, create the account first then associate your newly created contact to this account).

Once association is complete go back to Customer portal and log in once again.

You'll be able to see your accounts and contact are mapped automatically.

Thanks!
SD_Dev 160 on at

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RE: Modify Create case form

Hi,

Could anyone know a solution for the above problem?

Regards,

SdDev
SD_Dev 160 on at

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RE: Modify Create case form

Hi,

On the Create Case form, I have created entity form metadata for the required fields.

This works!

Create Case web form:

But when the case is created/updated, the fields don't get updated/changed. This should happen on the following page i.e. Private Open Case Web Form. I don't think the mapping works on this form or its getting overridden? (Not sure what is the problem.)

At the moment, adxstudio maps the Customer field with the current portal user field.
I want the mapping to be:

Customer field -> Account field.

Account field -> Company name of the portal user.

Contact -> Contact of the current portal user.

Note: Portal user - User who has logged the case from the customer portal website.

Let me know if you need more clarifications.

Regards,
SdDev
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Community Member Microsoft Employee on at

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RE: Modify Create case form

Please try this:

Open the Customer Service - Create Case Form and open customer id attribute entity form metadata. Go to Pre Populate Section and change from contactit to accountid
SD_Dev 160 on at

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RE: Modify Create case form

Still looking for a solution.

Experts, if there is anything you need clarifications with please do let me know.

Cheers,
SdDev