Power Platform Community Forum Thread Details

Hi,

We have an issue creating and updating Service agreements in Field Service. Somtimes we make an error creating the first Incident related to our serviceagreement linking the first incident to the wrong customer asset. Somtimes we just want to add more incidents and this causes some times the primary incidet to change. We would like som methode to be able to change which Incident is the primay agreement booking incident.

Can any one help me on this point.

Categories:

Microsoft Dataverse with Power Apps

Hi TA-08051333-0

This is a common pain point in Field Service when managing Service Agreements and their related Agreement Booking Incidents. As you’ve noticed, the Primary Incident plays a key role in driving service tasks, products, and default durations — but unfortunately, Microsoft doesn’t provide a simple, supported way to update this once set.

Option 1: Use a Custom “Is Primary” Flag

Instead of relying solely on the OOTB “Primary Incident” field, you could:

Add a custom Yes/No field like Is Primary on the Agreement Booking Incident entity.
Use a Power Automate flow or plugin to ensure only one incident per agreement is marked as primary.
Update your logic and UI to respect this custom field (e.g., filtering work order generation or defaulting values based on this flag).

This gives you more flexibility and avoids some of the hardcoded behavior tied to the built-in Primary Incident field.

Option 2: Use Power Automate or Plugin to Swap the Primary Incident

If you must use the built-in primary incident logic:

Create a Power Automate flow or plugin that:
- Sets the current primary incident to non-primary.
- Sets the new selected incident as primary.
This can be triggered from a ribbon button, quick action, or manually.

⚠️ Note: The "Primary Incident" field is not exposed in some views or forms, so this often needs to be done using backend logic (JavaScript/Plugin or Power Automate + Dataverse connector).

🚨Warning: Primary Incident Drives Defaults

When changing the primary incident:

It may affect the auto-generated work orders and booking templates.
Ensure downstream logic (e.g., workflows, booking generation rules) does not break.