Actuals on Case Entity
Enable the generation of Actuals on the Case entity. This way companies can bill time spent on cases through actuals, as in Field Service & Project Service Automation. This way companies can bill time booked on projects, work orders & cases using the same entity.
Need to see Description in the View without Html Tags- content of the body of the Email
Need to see Description in the View without Html Tags-
content of the body of the Email.
Since its has html tags because of the rich text, we need plain text format in the view
Thanks for your feedback. Would like to understand the ask better. Are you creating a case automatically from email by using Automatic record creation rules and copying the content of the email body to the Description field on case? You can also remove the Rich text editor control from the Description field (if you don't want to use RTE) using the PowerApps maker experience.
Regards,
PM, Microsoft
Properly support (automated) deployment of Automatic Record Creation (ARC) Rules (and also Routing Rules?).
Automatic Record Creation (ARC) Rules have been available for many years but their deployment is STILL not **fully** supported by MS. Each ARC Rule is associated with a Queue and although ARC Rules themselves are solution aware Queues are not. When you export **new** ARC Rules from one instance...
Thank you for your feedback.
Currently this is not in our roadmap. However, we are tracking it and if we get more feedback and votes, we may consider it in the future.
Sincerely,
Product Manager,
Microsoft.
Email Delimiter for Timeline
When emails are tracked on a case timeline the entire email thread gets imported each time, rather than just the first message of an email. This causes obvious problems when the email thread starts to have many replies. As in each reply to each email gets imported as a new activity on the timel...
Thank you for your feedback. Currently this is not in our roadmap; however, we are tracking it and if we get more feedback and votes, we may consider it in the future.
Sincerely,
PM, Microsoft.
This can be changed from Email thread to just one email from the timeline setting at user level itself
Thanks
Timeline filtrations based on the From field.
In Timeline, can we have filter based on the Sender of the mail.
There also lots of conversations going on in timeline and want to filter the based on the From.
This capability can be configured from timeline maker experience in admin center.
No "+New" button in the Contacts field of the Cases form
When You click the magnifying glass button in the Contacts field of the Cases form, the "+New" button does not appear. This behavior hasn't occurred with other entities and hasn't been fixed for a long time, so it would be great if it will be fixed.
The issue was addressed with the latest release.
+ New record button is available on customer lookup fields on case forms.
Status reason transitions
After configuring Status reason transitions, when a user creates a rit of coecord and then change to new status and save the record the following status reasons are not displayed until user refresh the screen. This is a bnfusion for user to do what next. It would be great if related status rea...
Thank you for your feedback. We are unable to precisely understand the requested idea, request you to elaborate and provide further clarity on the idea.
Sincerely,
PM,
Microsoft.
Phone to Case Conversion - Map All Fields That are Alike.
During the Phone to Case conversion have it map all fields that are alike (ie: Description) which it currently does not.
Thank you for your feedback. Please vote for this idea to be considered.
Sincerely,
PM,
Microsoft.
Leave existing case resolutions completed when reactivating a case
When re-activating a resolved case, the most current & already existing case resolution activity updates to cancelled. I'm wondering if that can be changed; because we cannot change the modified on stamp on activities within the timeline the case resolution cancellations cause an inaccurate view ...
Thanks for your feedback. You could refer to the first case resolution activity created on the case which might be in canceled state (if the case was re-activated later) to find out when was the case resolved for the first time.
Regards,
Product Manager
Microsoft
Entry in the timeline Resolved - Reopend
Is it possible that when we reopen a case there is an entry in the timeline similar to the resolved one saying reopen and that the timestamp from the resolved action is not overwritten with new timestamp from reactivated action: If ticket is closed = entry in timeline Resolved If ticket is reacti...
Thank you for your feedback.
Currently this is not in our roadmap; however, we are tracking it and if we get more feedback and votes, we may consider it in the future.
Sincerely,
PM, Microsoft.
Enabling auto posts in the maker portal for timeline would give updates for any modification including reopening the case in the timeline
Administrator
Thank you for your feedback. Can you please elaborate more on the expectation and the usecases?
Sincerely,
PM,
Microsoft.