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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Teams chat activity is...
Service | Customer Service, Contact Center, Fie...
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Teams chat activity is not updated with the "last updated by" in the time line

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Posted on by NA-21110949-0 11
When someone writes a message in the connected Teams chat on a Work Order or Case, the timeline in Field Service does not update the “Last Updated” timestamp.
 

Is this expected behavior, a known limitation, or is there a way to ensure that timeline activity is updated when new messages are posted in the linked Teams chat?

Any guidance or suggestions would be appreciated.

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Dynamics 365 Field Service
I have the same question (0)
  • FSRon Profile Picture
    FSRon 87 on at
    The last updated column only tracks the last time this actual row in the Database was changed. So that would be a direct change on the Work Order or Case. Does your timeline on the WO/Case correctly show all interaction with the customer?
     
    I think you'd need to manually trigger the last updated if you want this to happen.
     
    The inefficient but obvious way would be to automatically save a change on the WO/Case whenever a teams chat message is sent. Obviously terrible for performance.
    More realistically I'd try to hook this on something changed deliberately. This could be a / any activity having the WO/Case in the regarding relationship. So for example: if a phone call or service activity is completed, also set the Last Updated timestamp.
     
    hope this helps!

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