From the Rental Customer Portal, cases can be created for several reasons and from several places.

A case can be created for:

• Equipment to:
  • Report damage.
  • Request changing rental dates.
  • Request stopping the rental period.
• A rental order line to:
  • Report damage.
  • Request changing the on-rent date.
  • Request changing the expected off-rent date.
• An invoice to start, for example, a discussion on a rental invoice.
• The organization settings to request a change of the organization settings.
• Any purpose.

These cases are created in Dataverse, and can be synchronized to D365 FO. If synchronized to D365 FO, the cases are created in D365 FO using the:

• Case setup as defined on the Admin page of the Customer Portal.
• Case identification in Dataverse as Case ID in D365 FO.
• Case category and Category type for new case as defined on the Rental parameters.
• User, as defined for the applicable Azure Active Directory application registration in D365 FO, to define the Employee responsible for the case.

In D365 FO, you can manage the Rental Customer Portal cases from several places:

• Common
• Customer
• Rental order

For more information on cases, refer to Case management overview.

Standard procedure

1.	Sub-task: Open cases from Common.
1.1	Go to Common > Common > Cases > All cases.
1.2	In the list, click the link of the desired case.
2.	Sub-task: Open cases from customer.
2.1	Go to Accounts receivable > Customers > All customers.
2.2	In the list, find and select the desired record.
2.3	On the Action Pane, click General.
2.4	Click Cases.
2.5	In the list, click the link of the desired case.
3.	Sub-task: Open cases from rental order.
3.1	Go to Rental order management > Rental orders > All rental orders.
3.2	In the list, find and select the desired record.
3.3	On the Action Pane, click General.
3.4	Click Cases.
3.5	Click View cases.
3.6	In the list, click the link of the desired case.
4.	Review the case information. The main elements to be reviewed are the case: - Description - Notes - Associations The case associations refer to the records to which the case is related: - Customer: Each case as created from the Customer Portal is linked to a customer. - Sales order: This refers to the rental order. Cases that are created for equipment or a rental order have a rental order association. - Customer invoice: Cases that are created for an invoice have a customer invoice association.
	Expand the Associations section.
5.	if you start working on a case or if you have finished a case, you can change the case status.
	Click Change status and choose the desired status.
6.	Close the page.

See also

• Set up case creation