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Read Only Fields on Cases

In a recent update you have made the Priority/Status and Owner fields read only as well as being editable but moved the editable fields so they are not visible on the screen meaning an extra click to select the arrow to show their fields before editing them. What a step back in what was a reall...

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Category: Customer Service (Case Management / Queues) (49)

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1

N:N relationship between customer and SLA

Currently only one SLA can be assigned to a customer. However, there are contracts with customers in which the customer has agreed several SLAs depending on the problem. For example, the malfunction of a heating system is handled with the SLA P1 and the repair of a door with the SLA P2. We nee...

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Category: Customer Service (Case Management / Queues) (49)

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Ideas Administrator

Thank you for your feedback.

This is a great suggestion! We will consider this in our roadmap.

Sincerely,

PM,

Microsoft.

0

Duration field

To use a field in the SLA which will calculate the time in hours we created a field of type "duration" . We tested creating a Duration field on the support instance and it shows the number correctly however the label shows "minutes", we found that the label is wrong but the calculation is correct.

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Category: Customer Service (Case Management / Queues) (49)

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0

Bug when a backslash "/" is included within an email address

If a backslash "/" is included in an email address, the email results in a code 2 error and the email will not process into Dynamics. In Outlook, if a backslash is included in an email address, it results in an undeliverable email, but the email sends to all other recipients. Suggest updating Dyn...

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Category: Customer Service (Case Management / Queues) (49)

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0

Email auto pops up

Currently, there are two scenarios that the email cannot pop up the existing contact's email address. 1. On the case page, When the user send knowledge article to the existing contact, it is better to auto pop up the email address. 2. On the case page, When the user send email to an anonymous co...

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Category: Customer Service (Case Management / Queues) (49)

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0

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: Customer Service (Case Management / Queues) (49)

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0

Pick Case

Current behavior: 1. Whenever a user is in a queue view, they work with “Cases available to work on” view. 2. Now, when I pick this case, as expected it goes away from this view and I can then see the case in “Cases I am working on view”. 3. This is not very efficient, because a user has to k...

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Category: Customer Service (Case Management / Queues) (49)

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0

Create annotations on the instance created via automatic creation rule

I work with automatic instance creation rule and I receive an email for a certain e-mail address. However, when this email has attachments, we end up losing them when the occurrence is created. The suggestion is for Dynamics to resolve this and create annotations on the instance automatically, a...

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Category: Customer Service (Case Management / Queues) (49)

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Needs Votes