I'm in process of setting up the Dynamics CRM to be used for IT Help Desk service ticket management. I'm hitting another road block and seeking help for it.
1. When I add a new Phone call record to any case, it defaults to "Call With" or "Call to" field with the customer name. However I would like this to be defaulted to the user who reported the ticket, which is already added as a contact to that ticket.
2. I would also like the subject to pre-populate with the existing subject of the case created, along with the case number, so that we don't have to write it down everytime.
3. Additionally, I would like to send out an email to the end user when a new phone call is added with the notes what were added, so that end user is also aware of the what's been done on the call.
Any help in this regards will be appreciated.
Thx
Rishi.
