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CRM 4 - relationships and mapping for auto-filling fields

Hello,

I have custom entities with relationships set up as follows:

Contact -> Product Suite (1 to many)
Product Suite -> Product (1 to many)

Products have a unique serial number.  

I would like for service reps to be able to search by serial number, get to the correct client, and add a case and/or service activity for that particular unit.  When they search by serial number, I would like the product suite and contact info to auto-fill so they don't need to re-enter or search for that information.

I think I may be missing info in the mapping - I was hoping to add mappings to get the auto-fill to work, but I don't seem to have all the fields available to do this (i.e product suite does not have the contact name).

Should this type of scenario work out of the box with CRM, or is custom coding required?  Does anyone have examples of either?  Any guidance is greatly appreciated!

Cheers,
gg
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geekygirly
Asked:
geekygirly
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1 Solution
 
rakeshAgarwalCommented:
Then case or service activity should have link to product and product suite
am I correct
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geekygirlyAuthor Commented:
Yes, sorry, I also set a relationship:

Product -> Case (1 to many, referential)

If I try to set this as Parental, I get an error message that a relationship already exists, and to select another type of behavior.

There is also a system-set (I think) relationship:

Install Record -> Service Activity (1 to many, parental)

Thanks--
gg
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rakeshAgarwalCommented:
1. you  go to contact
2. Create   a case against contact  ( customer will be autofilled)
3. Click on product look up  ( To set part number as quick find go to lookup view and add productnumber to  lookup views find column
4. search for the product by partnumber
5. attach the product
6. write a work flow  to get the product suite on the case  ( This may not be required )



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geekygirlyAuthor Commented:
Thanks for the info - I'm not sure about this part:

3. Click on product look up  ( To set part number as quick find go to lookup view and add productnumber to  lookup views find column

Where do I go to add this?

Sorry if a stupid question....

gg
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rakeshAgarwalCommented:
Settings --> customization --> customize entity --->  Case --->  Forms and views ---> lookup view -->  open  it  on right hand side you will get  find column  click on that and  add the column.
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geekygirlyAuthor Commented:
Cool - got it added to the lookup for case - thanks!

How do I get this added to the main Form view?  (I think that's what I need) - when I set up a new case against the contact, the main form view opens, and the new lookup field is not available there.  Not sure what I am missing.

Thanks!!
gg
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geekygirlyAuthor Commented:
This worked with a slightly different approach:  I set the lookup find field to the serial number in the Product lookup form (rather than the case form), but on the case form field, I added the Product lookup field.  Hope this makes sense.

This works in that I can now open the contact, and then do a lookup of the serial number.  BUT, it sets the product name in the new field rather than holding the serial number, which we need.  I'll post this in a followup question.

Cheers,
gg
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