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Newly added phone calls and emails are not automatically visible in the timeline of your case. A refresh is required to see them appear. This issue only occurs in the Customer Service Workspace. The issue does not occur in Customer Service Hub.
Also in Customer Service Workspace, a refresh is necessary to see changes in your view (like assigning cases to someone else) Before the release of this weekend you did not have to do a refresh
Your problem sounds like it might be brought on by a change to "Simplified Navigation" which is now enabled by default with Wave 2. You may want to consider enabling "Legacy Navigation" here docs.microsoft.com/.../csw-overview though this will be depreciated eventually.
Simple navigation means things open in new "sessions" by default and that sounds like why you are seeing phone calls and cases open in new tabs of those sessions, I don't know if this is related to your refresh issue but it may explain the sudden change of behavior with tabs.
Hi Leah Ju,
This is the version we have:
Microsoft Dynamics 365
2021 release wave 2 enabled
Server version: 9.2.21093.00147
Client version: 1.4.3315-2109.3
In fact, what I noticed is that since last weekend, when an agent (who uses customer service workspace) creates a phone call or an email from within the case timeline, a new tab opens. This could explain why the timeline is not automatically updated once the mail or phone is closed (the tab closes but the case itself stays the same unless you click the refresh button).
Regards,
Dominique
Hi Domi,
It's so strange, the timeline and view can refresh automatically in customer service workspace.
My version:
If you don't have any other custom actions, this could be a problem brought on by the update, you can open the ticket with Microsoft and ask for support: https://admin.powerplatform.microsoft.com/support
Or you can refer following link to use js to refresh timeline automatically:
{Dynamics 365} Refresh Timeline using Javascript – xrm CRM Dynamics (wordpress.com)
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