How to Change Icon of Custom Case Origin in Dynamics CRM 2015

This article shows how to add an icon to a custom case origin option in Dynamics CRM 2015. Let's say we add a WhatsApp as a case origin in the Origin From option Set. For this we need to customize the option set as shown below.

Step 1

 

Click on Microsoft Dynamics CRM then select Settings --> Customizations.

 

 

 

Step 2

 

Click on Customize the System then select Option Sets.

 

 

 

 

Step 3

 

Select Case Origin. You will see the option sets available for the user.

 

 

 

Step 4

 

Then select Add New Option --> WhatsApp. Accept the default value for it and remember this value. It will be used when we add the icon. Save and Publish it as in the following:

 

 

 

 

Step 5

 

When you create a new case with Origin as WhatsApp you will see the Yammer icon by default.

 

 

 

Step 6

 

To change the icon, we will add a new web resource. Click on New Web Resource and provide it the name incident_origincode_icon_xxx where xxx is the value that we saved when adding the new option. Any other name will not work. The icon must be 16 x 16 dimensions so as to maintain the layout of the views. Click Save and Publish.

 

 

 

 

Step 7

 

Now when you refresh the view or add a new Case with WhatsApp as the origin, you will see the changed icon.

 

 

 

I hope this helps.