Business Process Flow Does NOT Appear on Some Existing Records

Frank Lee

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Encountered an existing CRM Account record that does NOT display a Specific Business Process Flow (BPF) after selecting the BPF via the Switch Process in either Unified Interface or legacy web client.

Checked the below items but issue still presists

Check that the BPF is active – OK
Check that the User has Security Privilege to the BPF – OK
Check that the Unified Interface App has the BPF enabled – OK
Check creating a new CRM Account record shows BPF – OK
Check other existing CRM Account records show BPF – OK

So the BPF is still NOT showing…some more trouble-shooting is needed! The BPF architecture changed in Microsoft Dynamics 365 from earlier versions which introduced a new entity for each new BPF activated. This entity tracks among other things every instances of the related CRM records with the corresponding BPF.

Somehow there was an existing entry in this BPF entity for the affected Account record NOT displaying the BPF. This was an old CRM Account record and perhaps got corrupted during the upgrade process to Microsoft Dynamics 365.

Solution was to delete this record from the BPF entity.

After clearing this – able select the BPF for the Account record and the BPF displayed OK afterwards. Also a new corresponding entry was created in the BPF entity.