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Business Rule to set Customer field on Quick Create form not working

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Posted on by Inksrm

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I have a business rule on Cases to set the Customer field to the Account record that is in a custom Account lookup field on the Case.

The business rule works correctly on the main form but when I use the quick create form or the Outlook app quick create form it doesn't work.

I've tried setting the business rule scope to Entity and All forms but neither works.

I have also confirmed that all fields in the Business Rule are on the form.

I've also deactivated all other Business Rules on the Case entity and left only this one activated but it still doesn't work.

Is this a known issue? Or is there some other workaround I can use in the meantime to default the Customer field when using a Quick Create form?

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Case Management

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thomasjs on at

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RE: Business Rule to set Customer field on Quick Create form not working

If open to options, I would consider using JavaScript to copy from lookup a to lookup b.

Another option is asking if it is important that the user actually sees that you are copying the field. If not, you could solve it with a workflow or Flow in the background on the save instead.
LeoAlt 16,327 on at

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RE: Business Rule to set Customer field on Quick Create form not working

Hi Inksrm,

Thanks for your sharing!

Regards,

Leo
OmarZaarour 1,705 on at

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RE: Business Rule to set Customer field on Quick Create form not working

Great!
Inksrm 712 on at

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RE: Business Rule to set Customer field on Quick Create form not working

Update from Microsoft support:

"This is a known issue from our end and we filed a bug for this. The Backend team is working for a fix but currently there is No ETA yet.

So we will continue tracking the progress with them and I will let you know as soon as I receive any update from them."

I'm unsure what versions or regions this bug is affecting but for reference here are our environment region and versions:

Region: Australia (crm6)

2020 release wave 1 enabled

Server version: 9.1.0000.20151

Client version: 1.4.1057-2006.5
Inksrm 712 on at

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RE: Business Rule to set Customer field on Quick Create form not working

Thanks for your responses OmarZaarour and LeoZhang.

I have raised a Microsoft support ticket as I think this is a bug in our environment. I will post any updates here.
LeoAlt 16,327 on at

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RE: Business Rule to set Customer field on Quick Create form not working

Hi partner,

I test in my instance and it worked well.

I set the scope to Entity and tried in quick create form, it worked well.

I added the business rule in case main form.

Best Regards,

Leo
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OmarZaarour 1,705 on at

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RE: Business Rule to set Customer field on Quick Create form not working

I tried your exact same scenario and it works. Is it possible (long shot) that your conditions don't evaluate properly on the quick create forms, like maybe because the required fields may have no values or something like that? It should work and if all is good with you then it is a bug in your environment.