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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Case owner displayed a...
Microsoft Dynamics CRM (Archived)

Case owner displayed as "First Last"

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Posted on by Xavier Villafuerte 352

Hi, for one user in our CRM 2016 Online, who is the owner of some cases, the Full Name is being displayed exactly as "First Last" next to the Owner Label. I have a e-mail template which uses the Owner field and the name of this user is displayed the same way when the template is used in an e-mail. The same problem occurs when a view displays the owner of cases and for this particular user, the Full Name is displayed with the same error.

I am totally sure the Full Name is correctly entered in the user´s properties.

Any idea would be much appreciated.

Xavier Villafuerte

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  • Suggested answer
    ScottDurow Profile Picture
    ScottDurow 21 on at

    This sounds like the user properties are not synced from office 365 properly. Try updating the username in office 365 and see if the change is synced - otherwise open a ticket with Microsoft support.

  • MezMarianne Profile Picture
    MezMarianne 1,267 on at

    I have the same issue in a test org, where dummy names were created for users. Later they were changed to more correct names. Some went through, but one user is still First Last on all his posts. If I click on the user, the correct name displays in the user form. So CRM Online has the name from o365 portal, but not displaying correctly.

    I do not have a fix for this. My org is just for test and demo and I have not persued the issue. Just to let you know you are not the only one with this behaviour.

  • Community Member Profile Picture
    Community Member on at

    I'm seeing this in a new CRM Online test org at the moment too, for the first user created (me!). "First Last" appears in all sorts of places instead of my user name, but the links do go to the correct user record. Like Marianne I have not yet bothered to try and fix this because it was only a demo org, but I'd be happy to try some things out to get a repeatable fix if anyone has suggestions.

  • Community Member Profile Picture
    Community Member on at

    More detail:

    Correct user name appears at top right (where I can sign out, for example).

    "First Last" appears in the "Owner" tile in the header of an Account form and Case form.

    Correct name appears against activity feed posts in the social pane of the same Account (within the body of the autopost, eg "Case closed by Adam Vero..."

    Correct name appears against activities in social pane, eg "<foo> completed by Adam Vero..."

    On a custom entity I have the Owner field on the record form and it appears there as "First Last".

    Advanced Find view of Accounts, add the "Owner" and "Created by" fields as columns. Owner shows as "First Last", created by shows correctly.

    This only relates to a single user - if I assign records to another user then their name shows up correctly. If I assign them back again, they show up incorrectly again.

    So, summary:

    Bug only seems to affect "Owner" field, not other lookups to systemuser (maybe because Owner can be a user or a team there is different code here?)

    Bug affects OOB and custom entities.

    Bug affects Owner field on forms, form headers, and views.

    Bug affects only one user's display name, and only in the owner field.

  • Community Member Profile Picture
    Community Member on at

    I changed the first name of my user record in O365 and waited for it to synch across and this has done the trick of convincing CRM to display this properly. (Note: I tried changing other user details without success, it does seem to only synch what you change, so it has to be the first or last name). Changing it back now.

    Thanks to Scott for the suggestion.

  • Dave H Profile Picture
    Dave H 193 on at

    I'm experiencing the same issue but I can't simply change the name in 0365 because it is using DirSync to sync with my On-Premise AD. Any suggestions???

  • Community Member Profile Picture
    Community Member on at

    Go into your on-premise Active Directory and change the "sn" (surname) and "givenName" (first name) attributes (and possibly "displayName") to other values temporariy (I usually add a suffix of "2" to all the values), and allow time for it to flow through DirSync/AADS to the cloud.  Check out the CRM stuff.  When it takes and is "fixed", then go into local AD and set the attributes back to their correct string values.  You can use AD Users and Computers or whatever LDAP/AD admin tool your site uses to administer AD.

  • MezMarianne Profile Picture
    MezMarianne 1,267 on at

    Xavier, if your question was answered, then please mark the answer as accepted.

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