Consider a scenario where a contract is linked to an account. Create a case, complete the title and and the account to the customer field, save the record. Click in the Contract field. The Form Assistant does not show the contract for the customer.
Now, create a case, complete the title and add a contact (that is linked to the account) as the customer. Save the record, click in the Contract field. The Form Assistant shows the contract for the parent account.
I believe is this is incorrect behaviour and the Form Assistant should show the available contracts when the account is selected as customer as well as when the contact is selected as customer.
Comments
Hello Feridun, Thank you for your submission. I investigated this issue and it is working as the CRM product team had intended. When the customer on the case is an account, the form assistant is configured to retrieve any contracts from any contact in which the account is the parent of the contact. If the customer on the case is a contact, the form assistant will retrieve any contracts that exist on the parent account for that contact. If you wish to pursue this further, you will want to open a support incident with the Microsoft Dynamics CRM support team. Thank you, Jonathan Randall Microsoft Dynamics CRM Support
Category: Account, Contact, Calendar and Activity Management
Administrator
Thank you for submitting your idea to our ideas portal. We appreciate your contribution and the time you took to share it with us. We have shipped many enhancements since this idea was posted and it is likely that it has been resolved. If not, kindly reopen. Thank you again for your continued support.