Quick Tip: Missing “Create Child Case Button” on Case Form in CRM 2013 SP 1

Quick Tip: Missing “Create Child Case” Button on Case Form in Microsoft Dynamics CRM 2013 SP 1

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BDO

Recently I ran across a curious problem in Microsoft Dynamics CRM. Our client has 3 CRM organizations, one for development, one for testing and one for production. In Figure 1 you can see that on the Case form in TEST there was a button in the command bar called Create Child Case, but it was missing in the DEV organization as shown in Figure 2.

Quick Tip Missing “Create Child Case Button” on Case Form in CRM 2013 SP 1-1
Figure 1: Command Bar for Case Form from TEST

 

Quick Tip Missing “Create Child Case Button” on Case Form in CRM 2013 SP 1-2
Figure 2: Command Bar for Case Form from DEV

 

All three CRM organizations had been updated to Service Pack 1, but the new functionality was only available on the TEST and PROD organizations.

To get the button to appear on the DEV Case forms, I had to go to Settings >> Administration and click on Install Product Updates as shown in the bottom right corner of Figure 3.

Quick Tip Missing “Create Child Case Button” on Case Form in CRM 2013 SP 1-3
Figure 3: Install Product Updates from Administration Area

 

On the next screen, click Next to apply the updates.

Quick Tip Missing “Create Child Case Button” on Case Form in CRM 2013 SP 1-4
Figure 4: Install Product Updates Screen

 

You will see a warning that the update cannot be uninstalled. If you are sure you want to go ahead, then click Yes and wait for the updates to install. Note that while the updates are installing the Dynamics CRM Organization will not be available to users.

Quick Tip Missing “Create Child Case Button” on Case Form in CRM 2013 SP 1-5
Figure 5: Confirmation Warning

 

Once I did this, and the updates were installed, I navigated back to the Case form and the Create Child Case button was available.

Quick Tip Missing “Create Child Case Button” on Case Form in CRM 2013 SP 1-6
Figure 6: Updated Command Bar on Case Form with Create Child Case Button

 

Note that this should also add a new area to your Settings area called Service Management.

Quick Tip Missing “Create Child Case Button” on Case Form in CRM 2013 SP 1-7
Figure 7: Service Management Area in Settings

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