Hi All,

I'm trying to create a custom entity for call logging for our support help
desk but I can't seem to link up the "Subject" to the custom entity. I can
link up a case, but not every call will become a case. What am I missing?
I've managed to link Accounts and Contacts with no problem.

Your help will be much appreciated.

Im trying to do exactly the same...what a nightmare!!! Let me know if you get it right and I will do same.

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Guys,
I'd suggest you revisit your business processes. Most CRM users use
Cases for logging all non-sales calls. You can populate a Case Type
picklist with things like "info call only", or "wrong number" even to
get rid of the garbage that are not real cases. You can eliminate
these noise calls from views, and/or from reports, so that your true
cases can be distilled from the noise. I know in 1.2 one stumbling
block to this approach is that you may have many required fields for
"true cases" that the noise cases don't need to populate, but you can
also selectively require fields on the Case form by adding Javascript
to the onChange event of that Case Type picklist field.

Finally, you might try adding a custom entity (I called mine "QA") and
link that to Cases (1 QA Many Cases), if your true goal is to try and
pass on to engineering only the one "defect" (QA) that many customers
may have called in (Cases).

HTH,
Dave

Laurence wrote: