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Dynamics 365 Community / Forums / Customer Service forum / Tracked emails under a...
Customer Service forum

Tracked emails under activity feed (case form) not visible randomly

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Posted on by Community Member Microsoft Employee

Hello,

When viewing a case form, I've had users report that they can not see tracked emails in certain browsers, only to have a colleague see the emails in those same browsers!

Employee 1 can't see emails in Browser 1 under case A

Employee 1 uses Browser 2 and can see emails under case A

Employee 2 uses Browser 1 and sees emails under case A

I'm confused as to what this could be. I (admin) have been able to replicate these results. There seems to be no correlation between what browser shows what emails and to what user. Is this an issue on the case form? I recently expanded the forms max width (in pixels) to 2,300. Aside from this I'm not sure what else would have triggered this. Everything was working as intended a few days ago.

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Activities
Customer Service
  • ScottDurow Profile Picture
    ScottDurow 50,177 on at
    RE: Tracked emails under activity feed (case form) not visible randomly

    It does sound like you have some odd issues - I'd suggest raising a support ticket with Microsoft.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Tracked emails under activity feed (case form) not visible randomly

    Hi Scott,

    I've adjusted a users permission to administrator and still no luck an hour later. I've started another thread here for what may be causing the issue: community.dynamics.com/.../242013

    Thanks

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Tracked emails under activity feed (case form) not visible randomly

    Thanks for the reply Scott. I've simplified some permissions and will await feedback.

    KJ

  • ScottDurow Profile Picture
    ScottDurow 50,177 on at
    RE: Tracked emails under activity feed (case form) not visible randomly

    Usually this kind of thing is due to script errors or the activity query taking a long time.

    If the user waits does the activities appear eventually? As admin you will see them because the security trimming that makes the query take a long time is not applied.

    You can usually see the activity feed query if you press F12 and look at the network tab.

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