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RECENT CASES sub-grid not showing Contact Cases

  • 1.  RECENT CASES sub-grid not showing Contact Cases

    Posted Aug 22, 2019 05:46 AM

    Hi. We are using CRM Online version 9x customer engagement.

    We amended the RECENT CASES sub-grid on the Account form so that it shows All Cases rather than My Cases.

    It now only shows Cases attached to the Account; no Cases attached to Contacts on the Account.

    We have selected Entity = Cases (Customer)

    Can anyone advise on how we can get both Account Cases and Contact Cases displayed?

    RECENT CASES sub-grid settings

    Much appreciated.

    Martin Fletcher
    Ordnance Survey

  • 2.  RE: RECENT CASES sub-grid not showing Contact Cases

    Posted 30 days ago
    Edited by Sheena Samuel 30 days ago

    Hi Martin,

    The Cases (Customer) in the view should only return cases that are directly associated to the Account.

     When you switch to the Case Associated view , you will however now find all the cases via contacts too.

    This is due to the 'Related Regarding Records' setting in the system views.

    We can't seem to configure a sub-grid to pull the related regarding records.

    Hence, I think the possible solution is now to fetch the custom query and bind it to the sub-grid (this is unsupported) OR, to add your own custom HTML web resource to the form. 



    Sheena Samuel
    Technology Services Group
    Newcastle upon Tyne

  • 3.  RE: RECENT CASES sub-grid not showing Contact Cases

    Posted 25 days ago
    Thanks Sheena. It would be great if someone can advise if it's possible to configure a sub-grid to show the related regarding records. We'd really like to be able to see all cases for the account and for contacts on the account too.

    Martin Fletcher
    Ordnance Survey

  • 4.  RE: RECENT CASES sub-grid not showing Contact Cases

    Posted 30 days ago
    @Martin Fletcher - The "Customer" field on the Case is a special field that is a lookup to both the Account and Contact entities. The subgrid pointing to the Customer field will only pull Cases that are regarding that Account if the Account is in the Customer field. If the Contact is in the Customer field, then the Cases subgrid will display those related Cases.

    Aaron Back, MCSE
    Sr. Microsoft Dynamics 365 Consultant
    ACE Microtechnology
    CRMUG Board Member
    CRMUG Chapter Leader - Cincinnati, Ohio

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