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case == request? RRS feed

  • Question

  • Hello - When I convert a phone call to a case in CRM, CRM creates a new "Request" window with a new "Request #".  I would have expected a new "Case" window with a new "Case #".

    Any idea why CRM chose to use "Request" references instead of "Case" references? Was this a dependency on a previous CRM version? Or is there an additional workflow step that converts the "Request" to a true "Case" at some point?

    Wednesday, January 16, 2013 12:33 AM

Answers

  • It sounds like someone has customised your "Case" entity to be called "Request".

    If you open a Request record have a look at the URL (in the browser window title bar, or press Ctrl + N to get a new window with an address bar).

    You should see "etc=" somewhere in the address (etc = "entity type code") eg https://MyOrg.domain.com/main.aspx?etc=112....

    If the number after etc is 112, then this is definitely the Case entity (known as "incident" in the database).

    If you want to use the term "Request" throughout the application and avoid the confusion between terms, you could achieve this in the most part by editing all the Messages for the entity in the default solution (this does not require writing any code or customising Ribbons directly).


    Hope this helps.
    Adam Vero, Microsoft Certified Trainer | Microsoft Community Contributor 2011
    Blog: Getting IT Right

    Wednesday, January 16, 2013 3:34 PM

All replies

  • The behaviour you describe differs from what I see in an uncustomised CRM Organisation.

    It sounds like you have some custom code executing.  Is this CRM 2011?


    --pogo (pat) @ pogo69.wordpress.com


    • Edited by pogo69 Wednesday, January 16, 2013 1:35 AM
    Wednesday, January 16, 2013 1:34 AM
  • It sounds like someone has customised your "Case" entity to be called "Request".

    If you open a Request record have a look at the URL (in the browser window title bar, or press Ctrl + N to get a new window with an address bar).

    You should see "etc=" somewhere in the address (etc = "entity type code") eg https://MyOrg.domain.com/main.aspx?etc=112....

    If the number after etc is 112, then this is definitely the Case entity (known as "incident" in the database).

    If you want to use the term "Request" throughout the application and avoid the confusion between terms, you could achieve this in the most part by editing all the Messages for the entity in the default solution (this does not require writing any code or customising Ribbons directly).


    Hope this helps.
    Adam Vero, Microsoft Certified Trainer | Microsoft Community Contributor 2011
    Blog: Getting IT Right

    Wednesday, January 16, 2013 3:34 PM