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Venkatesh Gundrathi SENIOR SOFTWARE ENGINEER

Venkatesh Gundrathi

Joined: 7/23/2024

  • ABC

    Thu, 25 Apr 2024 10:57:42 GMT – Dynamics 365 Customer Service – New 

    ABC

  • CloseIncident action also de-activates BPF that is associated with Incident record

    Thu, 25 Apr 2024 11:04:23 GMT – Dynamics 365 Customer Service – Needs Votes 

    When we resolve a case(incident) from a specific case record from the ribbon button "Resolve", system resolves the case and also de-activate(Abandon) if any active BusinessProcessFlow(BPF) associated to it.


    However, when we resolve the same case using CloseIncident OOB Action, just the case gets resolved, but associated BPF stays ACTIVE.

    It would be nice to have the product behavior is same across 2 different ways of resolving the case.

  • Enable "Record Set Navigation" feature in CSW app

    Mon, 07 Jul 2025 12:16:01 GMT – Dynamics 365 Customer Service – New 

    After we migrated to Customer Service Workspace, we noticed that "Record Set Navigation" feature is removed from Case entity in CSW app, which was available in UCI or ISH apps.


    Business Value:

    1. Users can navigate across the records present in sub-grid with a single click, without navigation between tabs/sessions in CSW.

    Please refer to the attachment for the same from UCI app.