✂️Removing the Account & Contact validation on the Case form

#D365CS, #CustomerService, #Case, #Vietnam

Invalid Contact - error dialog

Invalid Contact The specified contact doesn't belong to the account selected as the customer. Specify a contact that belongs to the selected account, and then try again.

Ciao friends,

Nowadays, I'm working on the D365 Customer Service for the new project. I've provided the client with case lifecycle management, as well as case creation from multiple channels.

I encountered a Contact and Account validation feature, as shown in the image above. In my situation, the user needs to create a case for a new account and a new contact. At this point, the account and contact do not have any relationship since they are both new entries in the D365 Customer Service system.

I wonder why Microsoft requires this relationship validation and how I can disable this "functionality".

Okay... ignore the reason why, and I just want to disable this functionality. 😏

1

Find the variable "Customer Entities Relationship For Incidents"

Go to the Default solution, then select the component Environment Variables. Using the Search box to find the variable "Customer Entities Relationshi[ For Incidents" easily.

Customer Entities Relationship For Incidents

2

Edit the Value for the variable

After finding the variable, click to open then click to button <+New Value> to override the default value of this environment variable.

Add New value

Then click Save to update the new value (value = 0)

3

Testing...

I go to my D365 Customer Service Hub and succeed in creating a Case for Account (A. Datum Corporation) and Contact (Kenvin) as the initial feature image.

Case record

Checking with the GIF image...

My client has the same question as me. The reason why... 😄 I just smile and configure to bypass the validation. Funny. 🏃‍♂️

Okay... Hoping well! and Thank you for your reading. [NTD]yns.Asia