Cannot convert email to case in Sales Pro App

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Posted on by Alaa Ramadan

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I'm using Dynamics 365 Sales Professional online.

When user try to convert the app shows only 2 options Opportunity and Lead but no Case.

Unlike the sales hub app it shows the 3 options.

Is there any settion need to be changed?

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Leah Ju Microsoft Employee on at

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RE: Cannot convert email to case in Sales Pro App

Hi Alaa,

The sales hub and sales pro in the same environment? All users are experiencing the same situation?

1.Select sales pro app, then open it in app designer, check if the case entity is in the application?

2.Check case privilege of current user.

3.Regenerated ribbon metadata using an in-app tool, Command Checker by appending &ribbondebug=true

How to regenerate ribbon metadata | Microsoft Learn

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Alaa Ramadan 4,130 on at

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RE: Cannot convert email to case in Sales Pro App

Thanks Leah,

Yes both apps in the same enviornment. initially the Case was not listed in the Sales Pro but as a system admin I have added through the Sales Settings ->Application Managment. but still cannot see that oprion eventhough i have all privilleges

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Alaa Ramadan 4,130 on at

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RE: Cannot convert email to case in Sales Pro App

I used the Ribbon workbench to view the button list under convert to. as you can see the button already exist and there is no condition to hide. I'm guessing it must be somewehere else.

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Leah Ju Microsoft Employee on at

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RE: Cannot convert email to case in Sales Pro App

Hi Alaa,

Sorry for the late reply, I've spent the last two days trying to sign up for a trial of the new Sales Pro.

Was surprised to find that it doesn't seem to offer this option per se by default:

Then i tried to check it in the Ribbon Workbench:

--Find the button and right-click 'to case' option, then click Customize command

--Page will be refreshed, then you will see one enabled rule--Mscrm.SalesPro.HideOnSalesPro, which is set to false which makes the button to hide.

--Tried to remove it from command, Publish

Test:

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Leah Ju Microsoft Employee on at

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RE: Cannot convert email to case in Sales Pro App

Hi,

When i publish it, i met the error: empty 'orgroup' add at least 1 rule.

If you encounter the same situation, you can refer to it.

Through checking, I found out because of another display rule, it added 'ordisplayRule', but not add step under 'or'.

You can add step under 'or', or delete 'ordisplayRule' and add 'commandClientTypeRule' directly.

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Alaa Ramadan 4,130 on at

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RE: Cannot convert email to case in Sales Pro App

It works -Thank you very much Leah! Appreciated!

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Leah Ju Microsoft Employee on at

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RE: Cannot convert email to case in Sales Pro App

Hi Alaa,

Cloud you click 'Yes' under title to close the thread if my answer is helpful!

Thanks in advance! :)

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