Creating case does not show contacts?

[Dirky]

Hi,
I've upgraded to 5.2.0f from 5.2.0c. I'm not sure if this 'feature' worked in version 'c' but I think it did?

Basically if you assign a case to an account, then go and look at that case, the accounts contacts are not listed below in the 'contacts' section?

Am I missing something??

Thanks

Mike

[crmbalah]

HI
if you customized the code before upgrade. copy the same code in your new version.

[Dirky]

HI
if you customized the code before upgrade. copy the same code in your new version.

Hi,
I am not aware I made any changes.

I would have thought that contacts section of a case should show the contacts for that account?
What do you think?

thanks
Mike

[sugarcane]

Hi Mike,

I would have thought that contacts section of a case should show the contacts for that account?

The Contacts subpanel in the Cases detail view will only display contacts that you have attached to it (contacts that are associated to the case). The system never automatically displayed all contacts associated to the account. If an account has 20 contacts, the case item might not necessarily apply to all 20 contacts.

To add contacts to a case (so that the case also appears in the Contacts detail view), you can do the following:
-From the Case detail view, scroll down to the Contacts subpanel and click the Select button. Check off all the contacts you want to add
-If there is only one contact to be associated to a case, then it is a best practice to create the case from the Contact detail view and scroll down to the cases subpanel and click create. This will create a new case that is automatically associated with the Contact and the contact's account.
-you also have the option to click into an existing contact and click the 'select' button in the cases subpanel and search for a case that way.