Saturday, March 2, 2019

Reply Field on Cases is not Displaying Solution Details being Entered in the Insert Solution Field

Considering this scenario:

1. Create Solutions in Lists > Support > Solutions > New > Populate all necessary fields and save
2. Create a new case in Lists > Support > Cases > New (custom * Case Form is used)
3. Outgoing from Support Rep > insert Solution > choose any Solution and hit "tab" key

Actual Result: The Reply message box is not populated with the Solution's Descriptions

To Resolve:

Enable Solution sublist in the Custom entry form

1. Customization > FormsEntry forms.
2. Edit the Custom Case Form.
3. Go to Lists tab
4. Go to Related Records (or Interactions subtab)

  • Solutions = True/ checked

5. Click Save.

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