David Aitchison Lead CRM Developer

Articles marked as "Internal" are still available to be linked and emailed to customers through the Case. If an Article is marked as "Internal" we need to be able to stop the system from allowing the email to be generated and sent to an external Customer.

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 for use within any custom Case based multi-session app. I am not able to use it because we don't want to customise the out-of-the-box version of Customer Service Workspace and I cannot add it to my own version of that App.