1

Create Default Filter for Timeline

Create a default filter for timeline so that for example a system administrator can set the overall default filter to being notes but then users themselves can expand the filter to also include posts/activities. This way users can get the information that is most pertinent to their role but also ...

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Category: Case Management (87)

STATUS DETAILS
Completed
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,

 

Bookmark your filter has been implemented and shipping for oct 23 wave.

PM, Microsoft.

1

Allow Workflow on Inactive Cases

I believe just about every entity allows workflows to be ran regardless of what state it is in on a Entity. But for whatever reason Case entity they blocked this feature. This makes it very difficult to clean data, migrate fields around etc. Please enable write access to case when inactive.

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Category: Case Management (87)

STATUS DETAILS
Needs Votes
Ideas Administrator

Thanks for your valuable feedback. Would like to understand the end to end scenario of running workflows on inactive cases..

Regards,
Product Manager,
Microsoft

1

Cases against a contact

We have a lot of new customers/contacts contacting us with requests. We dont want to create new accounts, but rather just create a contact, passing through the lead to sell process, qualify and then create an account. Thus we create a case against a contact, using Customer field to select a cont...

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Category: Case Management (87)

STATUS DETAILS
Declined
Ideas Administrator

Thanks for your valuable feedback. We request you to kindly raise a support ticket with Microsoft to help us investigate and resolve the issue for you.

Regards,
Product Manager,
Microsoft

1

Contextual email communication for Cases

We need the same functionality as is in preview in Opportunities. Thanks

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Category: Case Management (87)

STATUS DETAILS
Completed
Ideas Administrator

Contextual email experience is available today, which allows you to simulatenously view, compose and reply to emails in pop-up windows when enabled. Please refer - https://learn.microsoft.com/en-us/power-apps/user/view-create-email. 

Sincerely,
PM, Microsoft.

1

Show Case Category Description Instead of Name in Case Creation Screen

On the create Case window, the user can see only the Case Category Name ( limited to 10 characters) in the tree view. The name field is limited to 10 characters and it is very difficult for the users to find out which case to select based on the 10 character code.

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Category: Case Management (87)

STATUS DETAILS
Under Review
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.

-1

Modified On should not be change whenever user updates the owner field in the Case Entity

Currently, whenever you attached file in the notes or add notes in the OOTB Case Entity, the modified on usually change when the Owner is being changed. This does not happen in the version 8.2 and was removed in 9. Hopefully it will be nice to have the functionality that the modified on should...

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Category: Case Management (87)

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.

 It is desired to record the change to an entity for a broad set of relevant fields. It may be different for each customer which fields are deemed to be relevant. And possibly some customers may like to treat the Modified On field to only record typical end user field updates and not certain automated updates of system processes.

Still at the moment we are not considering a configurable Modified On / By capability for any entity. Also, we request you to provide further clarity on the use case 

Sincerely,

PM, Microsoft.