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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / How to update the cont...
Microsoft Dynamics CRM (Archived)

How to update the contract header and line information on creation of a case

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Posted on by Austin Saldanha 351

Hi

We are implementing CRM 2015 on-premise at one of our clients. The requirement is to use OTB features as much as possible.

I need to automate a process wherein the case for a customer, created on basis of a phone call, must get updated  with it's related contract header and accordingly the line as well based on the product being serviced.

I am using a real-time workflow for this, which fires when the case record is created. However I am facing a difficulty that the related contract information does not get updated on the case even there is a contract and contract line which is invoiced for the same customer on the case.

How can this be achieved using OTB features? Any suggestions.

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  • Suggested answer
    ThomasN Profile Picture
    ThomasN 3,190 on at

    Hi Austin, Thank you for reaching out.

    I would like to understand a little more specifics on what you are trying to accomplish. I believe you are trying to set a lookup field to the contract based on the customer(account/contact) selected AND the product selected on the case. Is this correct?

    Workflows can grab something that is related, but it cannot reference itself. So if you are setting the contract field, then attempting to lookup contract line items referencing that contract field relationship, that will not work. You would want to have the workflow update the contract, then kick of a child workflow that gets the line items associated for that contract/product combination.

    Let me know if this works for you. Have a wonderful day!

    -Tom

  • Austin Saldanha Profile Picture
    Austin Saldanha 351 on at

    Hi Tom Thanks for responding... this is the flow that I am trying to achieve:

    1 - Case created either through quick create or conversion of a phone call.

    2 - Every case has a contract header and contract line lookup. It also has a customer and product lookup.

    My requirement is to update the contract lookups with the help of a workflow or business rule with the default values based on the customer and product lookup. For e.g. if Customer Abacus LLC has a contract header AMC contract 15-16 with two contract lines i.e. Contract Line - Product A and Contract Line - Product B. When the case is created the workflow or business rule should be able to update the Contract head and line lookups with AMC Contract 15-16 in the header and one of the applicable lines based on product lookup.

    I hope I have been able to paint the scenario for your understanding.

  • Suggested answer
    Community Member Profile Picture
    Community Member on at

    Hi,

    Try to create child workflows for contract and contract line. Call these child workflows from case based on your condition.

    It is easy with the help of plugin.

    Mansoor

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