While working with Dynamics CRM’s Record Create and Update Rules we came across this error within a Case creation step:
“The specified contact doesn’t belong to the contact that was specified in the customer field. Remove the value from the contact field, or select a contact associated to the selected customer”.
Our implementation consists of the automatic creation of Cases based on an incoming Email. The requirement was that the sender of the Email (i.e. the From field) and the Customer on the Case should always be set to a Contact and not an Account.
By default, the Case creation rule sets both the Customer and Contact to null(Channel Properties). Consider the following scenario:
If an Email from Frosty Stevens came into CRM, a Case would be created as follows:
Because we wanted to force the Customer to always be a Contact, we changed the value from null(Channel Properties) to Sender(Email). Doing this resulted in the Case being created as follows:
This small configuration change caused the Record Creation and Update Rules to fail when creating a Case. Note that the failure only occurs of the parent Account is set on a Contact, otherwise it works fine.
If you come across this error, you have two options.
Both of these choices have their advantages and disadvantages, so be sure you check you will still maintain all the functionality you require.