Replies to E-mails not getting attached to record timeline

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Posted on by Christian K

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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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Leah Ju Microsoft Employee on at

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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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