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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Replies to E-mails not...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Replies to E-mails not getting attached to record timeline

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Posted on by Christian K 144

Hi all,

something curious happend. We have the customer service app and are sending e-mails from the case timeline directly as response to the customer. All e-mail replies used to show in the timeline but not all of a sudden they are not attached to the timeline anymore. I can find the emails in the activities and the "regarding" is set correctly. 

Anybody have any idea how this could happen?

I have checked and there is no filter on the timeline and none of the general system settings have been changed. The subject line of the e-mail reply is also not altered. 

Thanks for your insights.

Rgds

Christian

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  • Suggested answer
    Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at

    Hi Partner,

    Are all users experiencing the same thing?

    Is it only the timeline of the case entity, but also the timeline of other entities?

    If you create a new email directly on the timeline, does it appear?

    All e-mail replies used to show in the timeline but not all of a sudden they are not attached to the timeline anymore. 

    According to what you said, this happened suddenly. Has the system been updated recently?

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