We would like to implement new component by Microsoft called Time Handle for cases to monitor and track time spent on cases.
We have followed Microsoft Documentation as instructed but New Time Handle control for Cases in not working in Customer Service Workspace but working in the Customer service Hub, which we do not use much.
The timer does not log the time for time logs added and the activities under the manual tracking section. I have tried both OOTB and Custom Forms. Normal & In-Cognito mode. I have selected Time tracker in related table and all the other settings remains same as shown in the different community blogs. To name, For ex. Dian Taylor's blog was really helpful.
This is most likely a current limitation of the Time Tracking control in Customer Service Workspace (CSW) rather than a configuration issue. A few things to verify:
Ensure Time Tracking is enabled in Customer Service admin settings and the Time Tracker related table is correctly configured.
Test using the OOTB Case Main form in CSW to eliminate form customization issues.
Confirm users have create/read/write permissions on the Time Tracker table.
Check whether you're using the latest Customer Service Workspace app version, as there have been feature parity gaps between Customer Service Hub and CSW.
The key clue is: If the control works in Customer Service Hub but not in Customer Service Workspace, the issue is unlikely to be form configuration and more likely a Workspace support limitation or product defect. I would recommend:
Testing in a fresh sandbox with an OOTB Case form.
Checking browser console/network logs for errors.
Raising a Microsoft Support ticket with evidence that the same configuration works in Customer Service Hub but not in CSW.
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