Form-header fields disappear when opening a case in a new tab

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Posted on by KvRoploo

Hello fellow Dynamics folks,

Since a short period we are encountering a weird but irritating problem in our case form on Dynamics 365 Customer Service.
When we open a case in a new browser-tab, the header buttons (like: owner, priority, status) disappear from the header of the form.

(opening a case in a new browser tab)

Header fields missing:

After refresh or opening case on normal way:

We have tried different browsers, inprivate/incognito sessions and some other standard troubleshooting stuff. But it all gives the same effect.
Any help or tips on this issue are welcome. Thanks in advance.

Regards Kris

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RakeshJ on at

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RE: Form-header fields disappear when opening a case in a new tab

Hi Kris,

I am able to reproduce the issue on Case entity in my vanilla organization. As stated below, even I don't see the form-header :

In order to fix this issue, please follow the step below :

1. Navigate to Settings > Customization > Customize the System > Model-driven Apps.

2. Open the Customer Service app designer > Click on Forms for Case entity as stated in below screenshot:

3. Click on Edit button on the Case form :

4. It will open the Case form in PowerApps > Select the Header on the form.

5.Select checkbox of High Density > Save and Publish and then the header will show up as expected.

If this is helpful, kindly mark this as verified.

Regards,

Rakesh

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KvRoploo 10 on at

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RE: Form-header fields disappear when opening a case in a new tab

[quote user="RakeshJ"]
Hi Kris,

I am able to reproduce the issue on Case entity in my vanilla organization. As stated below, even I don't see the form-header :

In order to fix this issue, please follow the step below :

1. Navigate to Settings > Customization > Customize the System > Model-driven Apps.

2. Open the Customer Service app designer > Click on Forms for Case entity as stated in below screenshot:

3. Click on Edit button on the Case form :

4. It will open the Case form in PowerApps > Select the Header on the form.

5.Select checkbox of High Density > Save and Publish and then the header will show up as expected.

If this is helpful, kindly mark this as verified.

Regards,

Rakesh

[/quote]
Hello Rakesh,

Thank you for your reply on this question

Your suggestion is not really a solution but more of a workaround. I know the 'High density' header function and I already tested it when it was released in the Wave 2 release of 2019. The problem with that setting is that our users need to perform an extra 'click' when they need to fill in the fields in the header. So this is not really an option. The fields are in the header because they are the most used fields. Fast accessibility is a key requirement in this situation.

They normal header worked fine until for about 2/3 weeks ago. I find that very weird.

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RakeshJ on at

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RE: Form-header fields disappear when opening a case in a new tab

Hi Kris,

I can relate to your concern. To add more to the given information, let me also mention - I did some more research and the given steps is indeed a workaround to this scenario. This behavior was also raised by other organization and is confirmed as a known issue by Microsoft. Currently we dont have an ETA of when this will be fixed.

To get more information of the ETA, I would recommend you to raise a support ticket with Microsoft.

Regards,

Rakesh

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KvRoploo 10 on at

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RE: Form-header fields disappear when opening a case in a new tab

Goodmorning Rakesh,

Thank you for your information. Good to hear the issue is known, my experience is that it will get a fix in the future.

Regards, Kris

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