Lookup fields are black and disabled

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Posted on by Carlos ML

Hello,

I'm looking for a solution for a strange problem that we have in our Dynamics 365 Customer Service.

We have detected in some forms but the main pain is in the email form.

When an email arrives to Dynamics, email is created as activity. Sometimes, with specific entities, lookup fields are disabled and I can't navigate to the register related to. Lookup text field is black (field isn't locked) and hyperlink is lost.

For example, when the Regarding field is an account, the lookup field is ok (it's blue, it has the proper icon of account entity and if you click you can go to the account register).

But when the Regarding field is a register of a custom entity ("Sesión" is a custom entity migrated from web classic interface and has activities enabled and a beautiful icon) the field is disabled, it's just a black text with the name of the register.

If I see the same email in web classic interface, I found a blue lookup with hyperlink and I can navigate to the related register.

If I change the regarding register and I want to change to another view, I see that my custom entity isn't in the entity list to choose a new view (only account, contact, lead and incident).

I have checked different configs: no JavaScript; no Business Rules; rol is green; custom entity has activities activated; relationship between entities is created by the system ... I don't know how to fix it.

If you have an idea to fix, please, post it.

Thanks for your response.

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Answers (1)

Carlos ML 50 on at

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RE: Lookup fields are black and disabled

Hi Leo,

Thanks, I have fixed it.

As I told you, I checked Activities+ in entity config and the relationship between entities, but I forgot to include my custom entity in Business App.

I included it in the app and now the lookup field works ok.

Thank you very much.
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LeoAlt 16,329 on at

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RE: Lookup fields are black and disabled

Hi partner,

1.If you want to choose the custom entity view in regarding, please make sure you have 1:N relationship between custom entity and activities and enabled "Activities+" in custom entity.

2.If you want to redirect to custom entity record by lookup hypelinker, make sure you have added this custom entity to app first in app designer.

I tried in my instance Sales Hub and I could open the custom entity record by regarding field.

And I will also be able to see the related activity in custom entity timeline.

If your issue still exists, please raise a ticket to Microsoft for more professional help.

Regards,

Leo