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Hi, we have several different SLA's on the Case entity and all works fine.
Now I need to create a new SLA for a new customer, but can't select the Case entity in the new SLA form.
It only shows some other entities (Invoice, Opportunity, etc), but not the Case entity.
Checked the properties of the entity, and off course SLA is enabled (otherwise the existing SLA's would also not work).
We are running version 1710 (126.96.36.1996).
Has anyone experienced the same and solved this?
can you try different browser? or scroll up when select the entity?
Please raise a ticket to Microsoft asap since we ran out of option.
Hi Fun Wei Jie,
yrp, I tried different browsers but with no luck.
Created a support ticket with Microsoft, talked to an engineer who will investigate (and solve) this.
Did you find a solution to this?
Hi Pete, no, still "under investigation" at MS Support I'm afraid.
Hi, thanks for the reply. I contacted MS support yesterday and got a resolution.
MS will need to run a script first to make the following optionset available to select, then you need to add it to a new solution (default publisher), export it as a managed solution, edit the XML to add in the options for your missing entity (in my case it was case, OTC is 112, Label is Case), zip it back up, delete the original solution from your CRM and then import it back into the same environment and publish al changes. This worked for us.
It's a known issue apparently, hope this helps
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