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View notes, emails, etc... on customer portal.

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Posted on by JMAtoms

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Right now the only things that are visible on the customer portal are portal comments. I'd like more information to be displayed to the customer including all emails we track about the case and other various notes input by our support team.

I went to Settings > Customizations > Customize the System and found other entities such as email's, and notes. However the options for showing these entities on portals (or any other area) is greyed out and not selectable:

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RE: View notes, emails, etc... on customer portal.

Hi JMAtoms,

If the problem has been solved, you need click Yes under "Did this answer your question?" to close this thread.

And you can create new threads for your new question.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.
JMAtoms 125 on at

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RE: View notes, emails, etc... on customer portal.

Leah thanks for the help. This worked.

I have one last thing for this thread. The last helpdesk solution we had I was able to set some strings that let the helpdesk know what the end of an email was. For instance "From:" would let the helpdesk know that the 2nd email in the thread has started and to not show the rest. Else the entire email thread gets inserted every time there is a reply making the activiites on the timeline become longer and longer. Can I do this with Dynamics?
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RE: View notes, emails, etc... on customer portal.

Hi JMAtoms,

By default, all activities aren't displayed in portal Timeline, so when you navigate to the Timeline in your support portal, you might not find this activity(appointment, email, or phone call).

To view all activities in a portal Timeline, you need do following steps:

1.In portal Management app, navigate to Site Settings to Set the CustomerSupport/DisplayAllUserActivitiesOnTimeline site setting to true.

If DisplayAllUserActivitiesOnTimeline site setting does not exist, you can create a new setting with this name.

2.If not present, add the activity type to include in the view filter:

Go to Settings > Customizations > Customize the System > Entities > Activity > Views to open

the Portal Timeline View.

Click the Edit Filter Criteria and add the required activity type such as Appointment, Email, or Phone Call.

Save and Publish the customizations.

3.Since this change is a portal metadata change, clear the server-side cache to ensure the updated data is displayed on the portal.

For more information, you can refer following link: View activities in a portal timeline - Power Apps | Microsoft Docs

Test Result:

After:

Before:

And if your portal has no timeline in page in the beginning, you need refer following link to add timeline in portal firstly.

Dynamics 365 portals – Display Activities with Timeline – Colin Vermander (wordpress.com)

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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RE: View notes, emails, etc... on customer portal.

Hello, the checkbox in your image is for the Model Driven Apps, not the portals themselves.

To get that to show on the actual portal, you need to do some setup in the Portal Management (model driven app). You have to have it on a web page if its going to be its own display. If you provide more information I can give more direction...like are you trying to show the activities on a subgrid? On its own form? As a list view?