Dynamics CRM 2016 - Unable to create Incidents for clients with contracts

You may experience that in Dynamics CRM 2016 when a user tries to create a new case for a customer with an associated contract, the save fails with a pop up window and a generic error and the case is not created.

Error seen in trace:

Unhandled Exception: System.ServiceModel.FaultException`1[[Microsoft.Xrm.Sdk.OrganizationServiceFault, Microsoft.Xrm.Sdk, Version=8.0.0.0, Culture=neutral, PublicKeyToken=31bf3856ad364e35]]: An unexpected error occurred.Detail:

<OrganizationServiceFault xmlns:i="https://www.w3.org/2001/XMLSchema-instance" xmlns="https://schemas.microsoft.com/xrm/2011/Contracts">

  <ErrorCode>-2147220970</ErrorCode>

  <ErrorDetails xmlns:d2p1="https://schemas.datacontract.org/2004/07/System.Collections.Generic" />

  <Message>An unexpected error occurred.</Message>

  <Timestamp>2016-03-02T12:02:38.0452788Z</Timestamp>

  <InnerFault i:nil="true" />

  <TraceText>

[Microsoft.Crm.Service.ObjectModel: Microsoft.Crm.Service.ObjectModel.CasePreCreatePlugin]

[599729e0-4ccd-472b-8133-ddec4eb1452d: CasePreCreatePlugin]

</TraceText>

</OrganizationServiceFault>

Solution:

Go to Settings –> Administration –> System Settings –> Service tab

Select "No" on the option "Select whether to automatically apply the default customer entitlement when a case is created"

Additional Information:

The below article has more detail regarding entitlements:

https://www.microsoft.com/en-us/dynamics/crm-customer-center/create-an-entitlement-to-define-the-support-terms-for-a-customer.aspx

Best Regards

EMEA Dynamics CRM Support Team

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