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Converting a Post into a Case (Incident)

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Posted on by Roxana

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Hello!

Please your kind comments about:

I have set up the "MSE" with the 'Automatic Rules', to create an "Incident" in the instance, but instead the Dynamics CRM, only ha automatically:

--A social Activity.

--A Contact.

--A Social Profile.

The "Incident" is not created. I can see that in the "Social Activity", the field 'additional parameters' shows: the userPreferredTargetEntity: SocialActivity, instead of "Incident".

The workFlow (Automatic Rule for Create-Update) is run without any problem, but it does not create "the incident", because userPreferredTargetEntity IS NOT equal to 'Incident', but 'socialActivity'.

Please your kind help.

Thanks.

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Roxana 689 on at

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RE: Converting a Post into a Case (Incident)

Actually, it was a bug of the MSE.

The Auto rule showed 'Social activity', even it was set to 'case'. So that was wrong.

I changed the rule to "convert" the post into a 'Lead', and then it showed 'lead', so it was fine.

I changed the rule again to "convert" the post into a 'Case', and then it showed 'case' this time, so it was fine.

That was the solution: playing with the picklist values, until, the rule showed the right value chosen.

Thanks in advanced.
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nfernandezba 210 on at

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RE: Converting a Post into a Case (Incident)

If you only link Incidents (cases) to Dynamics 365 you can delete the condition and let any social activity to run the rule.