MS Dynamics 365 CRM

Field Removed from Incidents in New Unified Interface for Microsoft Dynamics 365 Customer Engagement (CRM)

July 4, 2019

JOVACO recently found out that the new unified interface for Microsoft Dynamics 365 Customer Engagement has made obsolete the Responsible Contact field in the Incident entity.

This new interface is responsive in order to provide an optimal user experience from any screen or device, but since Microsoft replaced the Responsible Contact field (responsiblecontactid) with the Default Contact field (primarycontactid), this may cause issues with incidents and forms using this field.

A mitigation script was launched with the latest update, but the field will eventually be replaced. Although Microsoft has not yet confirmed the date when this would take place, JOVACO recommends doing the tests in preparation to migrating the field as soon as possible if this change affects your forms.

Depending on which forms use the Responsible Contact field, the solution may not be straightforward. If you are experiencing any difficulties opening certain incidents or records, please contact our support team at 514-323-3535, ext. 195 or by email at

Please note that this situation only applies to online instances of Microsoft Dynamics 365 Customer Engagement.

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