0
Hi
I recently learned through an MS Support Case that the D365 App for Outlook uses the 'Case Lookup View' when searching for cases to track an email against. This OOB 'Case Lookup View' excludes child cases.
We've found that we needed to modify that Case Lookup View to include child cases, so that our users can track their emails to any case they are working on. In some instances, a child case is created and assigned to someone else, and they may not be aware that the case they are working on is a child case, and then they get confused when they could not track emails to their case using the Outlook App.
After modifying the Case Lookup View, MS Support informed me that the 'Parent Case' field on the Case Form also uses this view. Not being able to search for Child Cases in that field makes perfect sense. After modifying the OOB Case Lookup View, I had to create a new custom System View, 'Case Lookup View w/o Child Cases' and apply it to the 'Parent Case' field.
My idea suggestion would be to create a separate "App for Outlook $entity Lookup View" specifically for each record type that the D365 App for Outlook can search for -- this way, MS customers would be able to customize the behavior of the D365 App for Outlook, without causing unintended changes to other forms/fields in the System. For example, a different MS Customer might want to be able to track emails to Leads that have been closed as lost, to keep a record of why the lead was lost.
I recently learned through an MS Support Case that the D365 App for Outlook uses the 'Case Lookup View' when searching for cases to track an email against. This OOB 'Case Lookup View' excludes child cases.
We've found that we needed to modify that Case Lookup View to include child cases, so that our users can track their emails to any case they are working on. In some instances, a child case is created and assigned to someone else, and they may not be aware that the case they are working on is a child case, and then they get confused when they could not track emails to their case using the Outlook App.
After modifying the Case Lookup View, MS Support informed me that the 'Parent Case' field on the Case Form also uses this view. Not being able to search for Child Cases in that field makes perfect sense. After modifying the OOB Case Lookup View, I had to create a new custom System View, 'Case Lookup View w/o Child Cases' and apply it to the 'Parent Case' field.
My idea suggestion would be to create a separate "App for Outlook $entity Lookup View" specifically for each record type that the D365 App for Outlook can search for -- this way, MS customers would be able to customize the behavior of the D365 App for Outlook, without causing unintended changes to other forms/fields in the System. For example, a different MS Customer might want to be able to track emails to Leads that have been closed as lost, to keep a record of why the lead was lost.
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