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Cannot edit Quick Find for Case entity

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Posted on by LucaV 2

Hello everybody,

I am currently experiencing an issue in one organization (both in sandbox and production) where I cannot modify the Quick Find view for case entity.

If I try to add view column, a find column or make any other change, the "save" button will end up with a SQL error timeout.

Currently I only have about 5 view columns, 3 find columns and only a few hundred records for this entity.

I have also tried to export the solution containing the view and add the view columns in the customization.xml file, but after importing the solution successfully, the publish goes in timeout and I think I might have killed my sandbox :(

Anybody had a similar issue?

Thanks for the help 

Categories:
Customer Service
  • LucaV Profile Picture
    LucaV 2 on at
    RE: Cannot edit Quick Find for Case entity

    Hi Judy,

    1. I've only tried Administrator, since it's the only account that can customize views

    2. I've tried with one machine only, but surely importing and publishing should not depend on the PC used for the upload?

    3. Yes, no luck

    4. Case entity is customized, but how does this affect the Quick Find?

    Thanks for your help

    Luca

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Cannot edit Quick Find for Case entity

    Hi,

    Could you help me to narrow down this issue?

    1.Does the issue happen with all the Dynamics CRM users including Administrators?

    2.Does the issue happen with all the machines or is particular to one machines?

    3. Do you try to use different web browsers?

    4.Is there any customizations or script been added to Case entity?

    BR,

    Judy

  • LucaV Profile Picture
    LucaV 2 on at
    RE: Cannot edit Quick Find for Case entity

    Hi Joe,

    thanks again for your help. Unfortunately I cannot access at the moment the service alert for this organization, as I am not a Office 365 admin, but my instances are indeed in EMEA, so I hope that maybe it's a temporary issue.

    I agree that this probably deserves a support ticket, it's just that they usually take soooo long to take care of and resolve.

  • Verified answer
    Joe Griffin Profile Picture
    Joe Griffin 1,254 on at
    RE: Cannot edit Quick Find for Case entity

    Ok, looks like you are on the latest version. Have you checked to see if there are any service alerts out for your region for Dynamics 365 that could be impacting your instance? You can check this using the guide below:

    https://docs.microsoft.com/en-us/dynamics365/customer-engagement/admin/check-online-service-health

    I can see there is currently a service alert out for the EMEA region relating to the Case entity, but not specifically to your issue.

    Irrespective of the above, I would suggest opening a ticket with Microsoft to investigate further, as the type of error you have listed shouldn't really be occurring as part of normal use.

    Hope this helps!

    Kind Regards

    Joe

  • LucaV Profile Picture
    LucaV 2 on at
    RE: Cannot edit Quick Find for Case entity

    Hi Joe,

    thanks for your help.

    Regarding your questions:

    - Yes it is online

    - Version 1612 (8.2.2.339)(8.2.2.339)

    - Yes I have tried each change individually, still no luck. I can change the quick find of other entities though.

  • Joe Griffin Profile Picture
    Joe Griffin 1,254 on at
    RE: Cannot edit Quick Find for Case entity

    Hi LucaV,

    I can't seem to replicate this on my side. Are you please able to advise on the following points to help diagnose this further:

    • Making the assumption that it is Dynamics 365 Online, but please can you confirm this?
    • What is the application/database version of both instances?
    • Have you tried making each customisation individually and then saving your changes (i.e. add a view column, save, add a find column, save again etc.)

    Kind Regards

    Joe

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