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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Why can't we displ...
Microsoft Dynamics CRM (Archived)

Why can't we display Entitlement in the ribbon menu easily?

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Posted on by Community Member

Hello,

As you may know, in the customization screen, the "Areas that display this entity" check boxes are all greyed out for Entitlement.  Technically it is possible to add Entitlement to the menu using XrmToolBox.  However, I'd like to know why Microsoft does not allow us to display Entitlement in the ribbon menu easily, even though Contract is displayed under the Service of the ribbon menu as default. Are there any reasons or philosophies why we should not display Entitlement in the ribbon menu?

Thank you for your help!

entitlement_5F00_greyedout.png

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  • Suggested answer
    gdas Profile Picture
    gdas 50,091 Moderator on at

    Hi ,

    I guess Microsoft does not allow Entitlement entity  in the ribbon due to separation of  concerns of Service Management configuration module. This is not the only the entity which Microsoft does  not allow to show in the ribbon , you could have seen there are more entities like Queue, Email Server Profile etc ..are not allowed.

    These entities are specifically designed for the system itself and used for Administrator roles or you can say admin users . Moreover  these entities records are not changes frequently might be one of the reason not to allow in the ribbon area.

    In addition to make user friendly behavior Microsoft keep all the service module related configurable entities under service management.

  • Community Member Profile Picture
    Community Member on at

    Thank you for replying!!

    As you see the Microsoft documentation, because the Contract entity is depreciating, Microsoft is encouraging customers like myself to migrate Contracts to Entitlements.  

    The Contracts, Contract Line Items, and Contract Templates entities are deprecated and will be removed in a future major release of Dynamics 365. This functionality has been replaced by entitlements in Dynamics 365 for Customer Service.

    https://docs.microsoft.com/en-us/dynamics365/get-started/whats-new/customer-engagement/important-changes-coming#contracts-contract-line-items-and-contract-templates-entities-are-deprecated

    Here's what I don't understand... If Entitlement entity is the successor of Contract entity, anyone who can access to Contract entity should also be able to access to the Entitlement entity without major user role changes.  However, since Entitlement is available under the Setting area, end users (sales reps) couldn't access to the page without including end users to Administrator role.  Is the Entitlement entity really a right entity to migrate from Contact?

  • Suggested answer
    gdas Profile Picture
    gdas 50,091 Moderator on at

    Hi ,

    I really don't have any answer on that, I can say this is by design. However you can give special permission for this settings>service management  area without having system admin role using XRMToolbox sitemap editor by creating custom entity and add privilege there to show the specific navigation.

    Take a look below article-

    community.dynamics.com/.../creating-a-role-based-sitemap-navigation-in-dynamics-crm

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