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Service Appointment not in Timeline available

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Posted on by wdsos

A client of ours does have a problem with the service activity. He is currently moving from the old Interface to the Unified Interface and has some problems with it. In the old Interface he was able to create a Service Activity from within a case. In the timeline on the case form he could pick the service activity and create a new record which was also connected to the case. In the new Unified Interface this is not available anymore. We looked into the form designer where we can add the timeline. The weird thing is that the service activity is not available in the timeline activities.

The service activity is enabled for quick create, unified interface, phone express and as a activity entity.

The client is using Dynamics On-Premise with: Serverversion: 9.1.0006.0003 and Clientversion: 1.4.2976-v91onpremise

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Leah Ju Microsoft Employee on at

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RE: Service Appointment not in Timeline available

Hi wdsos,

If so, I would suggest you create a ticket for Microsoft Support, they can provide professional assistance:

Get Help + Support - Dynamics | Microsoft Docs
wdsos 69 on at

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RE: Service Appointment not in Timeline available

Have you added Service Activity entity to the current app you are using?

Yes, I already added the entity to the app.

If you are using online Dynamics, you can enable the activity in power apps.

No, our client is using On-Premise.
Leah Ju Microsoft Employee on at

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RE: Service Appointment not in Timeline available

Hi wdsos,

1.The service activity does not appear on the "open activity associated view"

Have you added Service Activity entity to the current app you are using?

https://learn.microsoft.com/en-us/dynamics365/customerengagement/on-premises/customize/add-edit-app-components?view=op-9-1

2.In the 9.2 Online version it is available in the timeline.

If you are using online Dynamics, you can enable the activity in power apps.

https://learn.microsoft.com/en-us/power-apps/maker/model-driven-apps/set-up-timeline-control#configure-activity-record-types
wdsos 69 on at

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RE: Service Appointment not in Timeline available

No it does not appear in the list. In the 9.2 Online version it is available in the timeline. Did they add it between 9.1 and 9.2? I couldn't find any patch note where this is mentioned.

Unfortunately, even the workaround does not work. If I want to add an activity through the "open activity associated view", the service activity does not appear.

We believe it might be a bug, which through the service activity can't be displayed. The checkbox "Enable Quick Create" is unchecked and can't be checked as it appears to be read-only. This might be the problem, but we haven't found a solution yet.
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Leah Ju Microsoft Employee on at

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RE: Service Appointment not in Timeline available

Hi wdsos,

"the service activity is not available in the timeline activities" just like the following screenshot, the service activity not appear in the list?

It is by-design, The service activity is not available on UCI timeline.

As a workaround, Maybe you can create service activity through 'Activities' Relationship Tab on the case form.

Save the record.

Then we can see the newly created Service activity in entity record’s timeline