10

Edit Resolved Cases

Unless I am missing something, I'm not sure how this isn't a top rated ticket. But resolved cases need to be editable via API and workflows. Every other Entity allows you to edit deactivated Leads, or Opportunities or Custom Entities. For some reason they treated cases differently.

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Category: Case Management (87)

STATUS DETAILS
Completed
Ideas Administrator

Thanks for your feedback. Updates to resolved and canceled cases are allowed using API and workflow.
Please refer to the following link for more information - https://learn.microsoft.com/en-us/dynamics365/customer-service/update-resolved-canceled-cases 

9

Modified on + Modified by fields to also consider changes in the timeline

Our users would find it very useful to have the fields Modified on and Modified by also consider changes in the timeline. We work a lot with views and dashboards and having the two fields consider all possible timeline entries as well, would be considered a real time winner. We could then i.e....

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Category: Case Management (87)

STATUS DETAILS
Completed
Ideas Administrator

This Can be done through Timeline layout in the maker experience, make.powerapps.com

7

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...

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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,

PM, Microsoft.

 

This can be changed from Email thread to just one email from the timeline setting at user level itself

 

Thanks

6

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.




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Category: Case Management (87)

STATUS DETAILS
Completed
Ideas Administrator

This capability can be configured from timeline maker experience in admin center.

6

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.

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Category: Case Management (87)

STATUS DETAILS
Completed
Ideas Administrator

The issue was addressed with the latest release.
+ New record button is available on customer lookup fields on case forms.

 

5

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...

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1 Comments

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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,

PM, Microsoft.

 

Enabling auto posts in the maker portal for timeline would give updates for any modification including reopening the case in the timeline

5

Add case to queue

Today when manually adding a case to a queue (private queue), we need to do an unnecessary step. 1. Click "Add to queue" 2. Enter the queue name in the lookup field This however doesnt directly select the queue name 3. I need to then change the view to "Active queue" 4. Then the queue name I ent...

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Category: Case Management (87)

STATUS DETAILS
Completed
Ideas Administrator

Thank you for your feedback. You can now set up custom views that contain a filtered list of queues which can be used while adding the case to a queue - Create and manage queues for cases | Microsoft Learn 

Sincerely,
PM, Microsoft.

4

Identify case changes

Easily identify what information was updated in the cases since you last visited (why did the status change to information provided?).

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Category: Case Management (87)

STATUS DETAILS
Completed
Ideas Administrator

Thank you for your feedback.

You can check the details about the changes in the field by enabling Audit histoy. Please refer - https://learn.microsoft.com/en-us/power-platform/admin/manage-dataverse-auditing#configure-auditing-for-one-or-more-tables-and-columns-in-power-apps. Also, if you need to understand what happened on a case since you last visited in terms of activities, you can use the feature - 'What you've missed in timeline'. Please refer - https://learn.microsoft.com/en-us/power-apps/user/add-activities#view-what-youve-missed-in-timeline. 

Sincerely,
Product Manager,
Microsoft.

 

4

Ability to filter timeline by @mentioned user and created by user

Case timeline may contain a lot of back and forth communication and other notes/posts. It would be helpful to be able to filter the timeline by @mentioned user (i.e. show me all notes/posts where I am @mentioned). The ability to filter notes/posts created by a specific user would also help in ...

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Category: Case Management (87)

STATUS DETAILS
Completed
Ideas Administrator

Not investing on posts at the moment as trying to move away from posts and use notes.

It can also be done through search on timeline, user can be entered in search and records can be retrieved 

4

Automatically follow a Case when pin the Case in Recent set.

Automatically follow a Case when pin the Case in Recent set.

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0 Comments

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Category: Case Management (87)

STATUS DETAILS
Completed
Ideas Administrator

Thank you for your feedback. Today, it is possible to follow a case by clicking on follow option from the command bar. 

Sincerely,

PM, Microsoft.