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Send Button issue in Customer Service Hub

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Posted on by Rushiraj 63

Hi all,

I have a doubt / issue whenever I am clicking send button in the email activity for a case, the email form is not refreshing. 

I tried all possible ways to fix the issue but I am unsuccessful. I tried removing the links(Plugins, JavaScripts, etc) to the form and re-added them, so if missed connections or links it would get sorted out. This did not solve the problem.

I tried to add set Timeout function to force refresh the form after clicking the send button, this also did not work.

Then I created a new tab in the email added the person field there and made the person field read only in the Recipient email tab(where we write our email). This fixed the issue but client is not satisfied by the fix.

Can anyone suggest how this issue can be solved with out making changes in the UI.

Regards

Rushiraj

  • Suggested answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Send Button issue in Customer Service Hub

    Hi Rushiraj,

    You can try to use js to close the form.

    function color(executionContext) {

        var formContext = executionContext.getFormContext();

        formContext.ui.close();

    }

    then call the js code on click of ‘send’ button.

    Regards,

    Leah Ju

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

  • Rushiraj Profile Picture
    Rushiraj 63 on at
    RE: Send Button issue in Customer Service Hub

    Thanks @Leah Ju, Yes you are right that form closes and goes back to previous page or case form. Coming to the new tab, we select the recipients in that new tab, the recipient fields in the Recipient email tab are set to Read only. If we select the recipient in the new tab it shows the recipient in the Recipient email tab. So hiding the new tab doesn't help.

    Regards

    Rushiraj

  • Suggested answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Send Button issue in Customer Service Hub

    Hi Rushiraj,

    It’s so strange, I have test once in my environment, after clicking send button in the email activity, the form is closed, so I can’t understand ‘refresh’ you mentioned above.

    And you mentioned that the issue was fixed after you add one new tab, but client is not satisfied it. why?

    If the client doesn’t want to view any changes on the UI, maybe you can try to hide the tab that you created.

    You can use js code to hide tab when form load.

    pastedimage1606470460794v1.png

    function hideTab() {

            Xrm.Page.ui.tabs.get("DETAILS_TAB").setVisible(false);

     }

    Regards,

    Leah Ju

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

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