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Hi,
Thanks for the details. In Dynamics 365 Customer Service, cases usually don’t disappear unless a specific action or process occurred. Since you already confirmed that the cases are not present in Audit Logs and not found under Delete Records in the Power Platform Admin Center, here are a few things worth checking:
Views, Filters, and BU Scope Please verify that no additional filters (status reason, owner, business unit, or security-scoped views) are applied on the dashboard or view. Even admins can be affected by Business Unit–scoped views depending on configuration.
Advanced Find / Dataverse Table Check Try searching directly in the Case (incident) table using Advanced Find or Power Apps → Tables to ensure the records are truly missing and not just hidden by views.
System Jobs / Automation Review Power Automate flows, classic workflows, or background jobs that might be automatically closing, reassigning, or deleting cases based on conditions. Automated deletions won’t always be obvious at first glance.
Retention / Data Policies Check if there are any retention policies, bulk delete jobs, or system jobs configured to remove records after a certain time or based on status.
Environment or Sync Scenarios Confirm this is not related to:
Recycle Bin / Soft Delete Although Dataverse does not have a traditional recycle bin, some deletions via system jobs or bulk delete may bypass standard auditing, depending on configuration.
If none of the above explains the behavior, I recommend opening a Microsoft Support ticket, as they can trace backend operations and confirm whether the records were removed by a system process.
Let me know if you want help validating any of these points or reviewing automation/configuration in more detail.
Regards, Jimmy Passeti | Microsoft MVP ✅ Please mark as Verified if this answered your question!
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