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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / TimelineWallControl no...
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TimelineWallControl not displaying in my power pages portal

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Posted on by CU14100958-0 12

Hello,

I am working on a customer service portal using Power Pages, where customers can create, modify, and view their case history. Currently, on the "My Cases" page, there is a list of cases that customers can open using the "View Details" action. I have linked the "TimelineWallControl" basic form to this action so that customers can see emails, activities related to their case, and access their case history.

However, when I test the portal and try to open the timeline, an error appears, and no activities or tasks seem to be associated with the case. Despite this, when I open the same case in the Customer Service Hub, the timeline displays correctly, showing all related tasks and emails.

I have already set up the necessary table permissions in the portal, ensuring global access for cases, emails, notes, and tasks. I am Dynamics 365 admin in my environment so I guess I have all the security roles to access this kind of data. At this point, I’m unsure how to resolve the issue. Do you have any suggestions on what might be causing this problem?

Thank you for your help!

Best regards.

Categories:
Dynamics 365 Customer Service
I have the same question (0)
  • Verified answer
    Daivat Vartak (v-9davar) Profile Picture
    Daivat Vartak (v-9d... 7,835 Super User 2025 Season 2 on at
    Hello CU14100958-0,
     

    You've encountered a common challenge when embedding the timeline control (TimelineWallControl) in Power Pages for customer service portals: the discrepancy between what you see in the Customer Service Hub and what's rendered in the portal.

    Here's a breakdown of the potential causes and how to troubleshoot them:

    Understanding the Problem:

    • Permissions and Filtering:

      • Even with global table permissions, the timeline control in Power Pages might apply additional filtering or security checks that are not present in the Customer Service Hub.

      • The timeline control will only display records that the currently logged in user has access to. 

    • Relationship Visibility:

      • The relationships between the Case entity and the Activity (Email, Task, Note) entities might not be correctly configured for portal access.

      • The timeline control relies on these relationships to display related records. 

    • Metadata and Configuration:

      • The timeline control's metadata and configuration settings might not be fully compatible with Power Pages.

      • Some features or customizations might not be supported in the portal environment. 

    • Caching Issues:

      • Sometimes, caching issues in Power Pages can prevent the timeline from displaying correctly. 

    • Form Metadata:

      • The basic form that is displaying the timeline control, might have metadata issues.  

      •  

    Troubleshooting Steps:

    1. Double-Check Table Permissions:

      • While you've set global permissions, verify that the following permissions are explicitly granted:

        • Read permissions for the Case entity.

        • Read permissions for the Activity (Email, Task, Note) entities.

        • Append and Append To permissions for the related entities. This is very important.

        • Ensure that the permissions are assigned to the correct web roles that are associated with your portal users. 

      • Pay close attention to the scope of the permissions (Global, Contact, Account, Self). 

    2. Relationship Configuration:

      • Examine the relationships between the Case entity and the Activity entities.

      • Ensure that the relationships are configured to be visible in the portal.

      • Navigate to customizations, then to the case entity, and then to relationships. Verify that the relationships between the case entity, and the activity entities are published. 

    3. Timeline Control Configuration:

      • Review the configuration of the TimelineWallControl basic form.

      • Ensure that the correct activity types are selected for display.

      • Verify that any custom filters or settings are compatible with Power Pages. 

    4. Clear Portal Cache:

      • Clear the Power Pages portal cache. This can often resolve display issues.

      • To clear the cache, append the following to your portal URL: /_services/about and select clear cache. 

    5. Browser Developer Tools:

      • Use your browser's developer tools (F12) to inspect the network requests and console errors.

      • Look for any error messages or failed requests that might indicate the cause of the problem.

      • This can often provide valuable clues about permission or configuration issues. 

    6. Test with a Simple Timeline:

      • Create a new, very basic basic form with only the TimelineWallControl to see if the issue persists.

      • This can help isolate whether the problem is with the specific form or the timeline control itself. 

    7. Form Metadata Review:

      • Review the metadata of the basic form that is displaying the timeline control.

      • Verify that there are no conflicting metadata rules. 

    8. Power Pages Diagnostics:

      • Enable Power Pages Diagnostics. This can often provide more information about the errors that are being encountered. 

    9. Microsoft Support:

      • If you've exhausted all troubleshooting steps, contact Microsoft Support. They can provide more specific guidance and investigate the issue further. 


      10.  

    Key Recommendations:

    • Focus on verifying table permissions and relationship configurations.

    • Use browser developer tools to identify error messages.

    • Clear the portal cache.

    • Test with a very basic form.

      •  

    By systematically working through these steps, you should be able to identify and resolve the issue.

     
    If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.
     
    My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.
     
    Regards,
    Daivat Vartak
  • Suggested answer
    Dharanidharan Profile Picture
    Dharanidharan 638 Super User 2025 Season 2 on at
    Steps to Troubleshoot:
    1. Check Timeline Control Configuration:Ensure that the timeline control is properly configured to display activities. Go to the form where the timeline control is enabled, and verify that activities are selected in the default tab section.
    2. Verify Table Permissions:Double-check that the table permissions for cases, emails, notes, and tasks are correctly set up. Ensure that the permissions include read access for the necessary tables.
    3. Enable Display of All Activities:By default, not all activities might be displayed in the timeline. You can enable the display of all user activities on the timeline by setting the CustomerSupport/DisplayAllUserActivitiesOnTimeline site setting to true. If this setting does not exist, you can create it.
    4. Edit Filter Criteria:Go to the Data workspace, select the Activity table, and expand Views. Edit the Portal Timeline View and update the filter criteria to include the required activity types such as Appointment, Email, or Phone Call. Save and publish the customizations.
    5. Clear Cache:After making changes, clear the server-side cache to ensure the updated data is displayed on the website.
    I hope these steps help you resolve the issue with the timeline control on your Power Pages portal. If you need any further assistance, feel free to ask! 😊

     

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