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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Timeline showing activ...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Timeline showing activities from unrelated records — how to restrict to current case only?

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Posted on by seopro 8

Hi everyone,

I’m facing an issue with the Dynamics 365 Customer Service timeline.
When I open a Case record, the timeline is showing emails and activities that belong to completely different cases or contacts.

What I’ve checked so far:


  • Activities are not regarding the current case

  • No custom workflows or plugins are auto-linking activities

  • Security roles seem correct

  • The issue happens only for some users, not all

  • Activities appear only after a few seconds, almost like they are loading from another view

My questions:


  1. Why is the timeline displaying activities that are not related to the current case?

  2. Is there a setting or filter to restrict the timeline to only show activities directly linked to that record?

  3. Could this be caused by a customization, a timeline control bug, or user personal views?

  4. Any recommended troubleshooting steps?

Thanks in advance for any guidance!

Categories:
Dynamics 365 Customer Service
I have the same question (0)
  • André Arnaud de Calavon Profile Picture
    André Arnaud de Cal... 300,801 Super User 2025 Season 2 on at
    Moved the question from the Dynamics 365 General to the Dynamics 365 Customer Service forum.
     
  • Suggested answer
    Tom_Gioielli Profile Picture
    Tom_Gioielli 2,725 Super User 2025 Season 2 on at
    Have you checked to see if there is any Javascript on your form that could be causing the issue? There is nothing in the timeline control I'm able to find that would load unrelated records, and the fact that it is happening after the initial load of the form would lead me to suspect a script running.
     
    You can also test this by opening a different case form to see if it still happens, as I'm guessing any custom scripts would only have been added to your organization's typical case form.
     
    You can also check under Form Properties > Events. Below is my OOB trial org Case form.

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