3

Case Handling Widget should be available for Custom Mutli-Session Applications

The new Case Handling Time Widget is currently limited to the out-of-the-box Customer Service Workspace Model Driven App. Microsoft have confirmed that there are currently no plans in place to make this available to custom Multi-session Model Driven Apps. This should be universally available f...

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Category: Case Management (96)

STATUS DETAILS
New
3

Ability to add Field security on entity incident resolution

At present, it is not possible to apply field security to any fields within the 'Incident Resolution' entity. Implementing this functionality would be beneficial to ensure appropriate access control and data protection.

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0 Comments

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Category: Case Management (96)

STATUS DETAILS
New
3

Making restrictions on the case form

Restrictions on the case form to prevent users from replying to emails on the timeline before typifying the case. 

 

To provide configuration that restrict actions in the case based on status reason or case typification.

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Category: Case Management (96)

STATUS DETAILS
Declined
Ideas Administrator

Thanks for your feedback. This is not on our roadmap. You can perform customization to achieve this scenario.

Regards,
PM, Microsoft

3

Add buttons on the timeline to create activities

There is a Pluss sign on top of the timeline on the case form. On the left side of it there is a big empty space when you use a large screen. Could you add buttons for each activity, so that users can easily create an activity related to the case?

Just like on the general view of activit...

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Category: Case Management (96)

STATUS DETAILS
Declined
Ideas Administrator

No item has been planned for this, we do have + sign to create activities

3

Merge View Configuration

Business requested to add the columns in the merge View. Since Merge View is a managed View we are not able to do any changes. Please make the merge view as configurable.



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1 Comments

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Category: Case Management (96)

STATUS DETAILS
Needs Votes
Ideas Administrator

Thanks for your feedback. This is not on our roadmap. Please keep voting for us to prioritize this. 

Regards,
PM, Microsoft

3

Show Case Resolution attachment in Portal Case Timeline

In our Customer Service processes, most of the time we need to have attachments when we resolve a case. And our agents have asked this functionality. We could customize the Case Resolution table in Dynamics 365 in order to show attachment in the Case timeline. But, unfortunately it is not poss...

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0 Comments

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Category: Case Management (96)

STATUS DETAILS
Declined
Ideas Administrator

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.

3

Enable Auditing for "Modern" ARC Rules

"Modern" ARC Rules suffer from many many problems associated with their deployment, activation and management - particularly if you have more than a handful in multiple environments.


Please consider enabling them for audit so that users have some chance of figuring out how/whe...

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0 Comments

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Category: Case Management (96)

STATUS DETAILS
Needs Votes
Ideas Administrator

Thank you for your feedback.

We are tracking it and if we get more feedback and votes, we may consider it in the future.

Sincerely,
Product Manager, Microsoft.

 

3

Pin to top for timeline items eg Appointment, email, note (to work like OWA)

Users should be able to pin timeline items to the top, like in OWA. Very useful for important items

Scenario: Important or urgent items should be highlighted and easy to find. Upcoming appointments, notes containing a consolidated summary etc

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0 Comments

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Category: Case Management (96)

STATUS DETAILS
Completed
Ideas Administrator

Feature is releasing for Oct wave

3

Add Approval/Rejection button whenever approvals are attached onto the entity i.e. Case

It would be great if MS could add Approve/Reject button onto the entity i.e. Case whenever an approval is linked to the entity's record. As of now customization is not allowed on the approvals entity and it would be great if they can provide the functionality to either approve or reject the ap...

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0 Comments

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Category: Case Management (96)

STATUS DETAILS
Needs Votes
Ideas Administrator

Thank you for your feedback. Can you please elaborate on the ask?

Sincerely,
Product Manager, Microsoft.

 

3

Attachments in Note section of Timeline to be added to existing Word Template

I need this for the admins who after reviewing the records downloads the word template which contains all information along with the attachment which the user has attached.

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0 Comments

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Category: Case Management (96)

STATUS DETAILS
Declined
Ideas Administrator

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.