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Creating Case: select Contact from Parent Account

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Posted on by Alexander Eisenhart

When creating a Case, we select an Account in the Customer field, and then the Contact in the Contact field. The out-of-the-box solution will cause the Contact field to show only the records that are part of the selected Account.

We just realized that if the selected Account has a Parent Account, then we cannot select Contacts of the Parent Account.

How can I reconfigure the system to allow this to happen?

For example:

Company A owns Company B. (Company A is the parent of Company B)
Employee A works at Company A.
Employee A calls with an issue at Company B. <-- When creating a case, I cannot select Employee A in the Contact field after I select Company B in the Customer field.

We need to do this because, in our case, the parent Account is a "Headquarters" and the child Account is an installation site. So people who work at HQ might report an IT issue at an installation site.

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Walter Deworezky on at

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RE: Creating Case: select Contact from Parent Account

The easiest way to do it, is to remove the Out of the Box check

Change the Environment variable

msdyn_IncidentShouldValidatePrimaryContact to 0

learn.microsoft.com/.../remove-validation-contact
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Community Member on at

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RE: Creating Case: select Contact from Parent Account

Hi AlexEisenhart,

Yes, you could new a many(Case) to one(Contact) relationship on the Case entity. And add it to the OOB form(Case for Interactive experience).

Then you need use addCustomFilter to filter the results displayed in the Contact lookup. Create an onload event on the Case for Interactive experience and onchange event on the Customer field.

The following is my sample code:

var formContext,customer,parentId; function onLoad(executionContext) { formContext = executionContext.getFormContext(); customer = formContext.getAttribute("customerid").getValue(); //check customer type is account or contact if(customer && customer[0].entityType == "account"){ //get parent account id if exists Xrm.WebApi.retrieveMultipleRecords("account", "?$filter=accountid eq " customer[0].id).then( function success(result){ if(result && result.entities.length > 0){ parentId = result.entities[0]["_parentaccountid_value"]; //filter result formContext.getControl("cr2f9_contact").addPreSearch(addFilter); } }, function failed(error){ console.log(error.message); } ); } } function addFilter(){ var customerId = customer[0].id.replace("{","").replace("}",""); var customerAccountFilter = ""; if(parentId){ customerAccountFilter = ""; } customerAccountFilter = "" formContext.getControl("cr2f9_contact").addCustomFilter(customerAccountFilter, "contact"); }

Test:

Original Contact field( You could hide it on the OOB form):

New created Contact field:
Alexander Eisenhart 35 on at

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RE: Creating Case: select Contact from Parent Account

Hey . Thanks for your message! That makes sense. Is there any way for me to create a new field on Case that operates in the way that I want it to?
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Community Member on at

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RE: Creating Case: select Contact from Parent Account

Hi AlexEisenhart,

Yes, you could only select the current account's contact in the Contact field on Case form. This is by design so we couldn't change this. As a workaround, you could add him as a contact in Company B for temporary.