Entitlement entity is read-only

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Posted on by ASG

Hi, I am a junior developer for Dynamics 365 and I am facing an issue regarding the Entitlement entity in the UI.

The problem is that for Entitlements in UI there is no NEW BUTTON, I tried to add the out of the box one using RIBBON WORKBENCH 2016 but with no success.

Finally, I added a custom NEW BUTTON by myself which appears in the Ribbon for Entitlements in Dynamics 365.

But when I try to create a record I receive this error message: Selected entity is read-only for this client.

I checked in the default solution and the read-only for mobile checkbox for the Entitlement entity is checked and grayed out.

On the forum I've found a thread kinda similar to mine but the problem was solved by raising a ticket to Microsoft, I want to ask you guys if there exists another solution which implies programming skills to solve this problem? It would be kinda frustrating to cannot solve such a simple problem without Microsoft support.

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ASG on at

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I want to mention that in the old interface, the NEW BUTTON exists.

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Henry J. 5,237 on at

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Hello,

Entitlements should be available as part of the Unified Interface. It's documented, also as part of the customer service training content: https://docs.microsoft.com/en-us/learn/modules/creating-and-managing-entitlements-in-dynamics-365/index
I can see them in the Customer Service Hub, when I go to an Account and then to related records.
I'm able to add an Entitlement to an existing account.
What version of Dynamics 365 and of the Customer Service solution are you on?

I'm only aware of SLA not being available as of now in Unified Interface, but it's more of a configuration entity for admins rather than business users.
Don't hesitate to open a Support Request here: https://admin.powerplatform.microsoft.com/support

Henry

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ASG on at

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Hi, Henry, thank you for your reply,

I tried to create a record by following the steps from the course you gave me and I receive the following error:

Business Process Error

The selected allocation type is not valid for the entity type. If you contact support, please provide the technical details.

I tried by selecting both options for allocation type: Number of cases and Number of Hours.

If you think it could help you, I can post the details of the log file.

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Henry J. 5,237 on at

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You could share the log details here, but the error message makes it sounds like a customization or configuration issue.

I think the best way to solve this issue is to contact Microsoft Support teams https://admin.powerplatform.microsoft.com/support

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ASG on at

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Sorry for the long reply,

Yes, the problem was solved by Microsoft Support. I contacted them and they ran a mitigation script which solved my issue.

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Henry J. 5,237 on at

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That's great news, thank you for the update.

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