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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / CRM Portal Comments no...
Microsoft Dynamics CRM (Archived)

CRM Portal Comments not appearing in the portal?

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Posted on by Community Member

Hi all,

I've set up a CRM self service portal so that customers can raise cases/view KBA. When I add a new comment to an active case (on the portal side) it instantly appears in CRM. However, going the other way, it does not appear in the portal. If I restart my portal, the comments come flooding in - then it's back to not working again. Obviously, I do not wish to restart my portal every time I wish for a comment to be seen in the portal. Has anybody else had any issues with this/got any pointers of how to fix it? 

Thanks,

CP 

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I have the same question (0)
  • Community Member Profile Picture
    Community Member on at

    I'm also experiencing this issue, the comments don't show whether I add it through the Dynamics backend or the customer portal. I just get the 'There is no activity to display' message.

     I haven't tried restarting the portal (I don't have access to that). It seems that any comments that were made prior to March are displaying as expected. For me at least anyway. I haven't looked at the portal since February after an update fixed the faceted search function.

    I thought initially it might have been because the cases were over a month old, but having tried to add a new comment to a new case I get the same result.

    I've just tried to access my portal now and get an error message

    We're sorry, but something went wrong. Error ID # [*****-****-****-****-*bccecedc0ba]
We've been notified about this issue and we'll take a look at it shortly. Thank you for your patience.




    I removed the error code, it changes every time you refresh figured it isn't that useful. Wonder if it is related?

    Regards,

    PhilB

  • Community Member Profile Picture
    Community Member on at

    Hi Phil,

    I'm not getting any errors but seems like we're both having issues with portal comments not showing in the portal. Unsure about your portal access though - not had that issue!

    Thanks,

    CP

  • Community Member Profile Picture
    Community Member on at

    Hi,

    Yes it looks that way. I am using a sandbox so the service is a bit flakey sometimes anyway. I imagine if you are on a dev/production instance then you might not have that issue.

    Glad to know I'm not the only one who is having issues though. I thought id made a change somewhere with permissions and buggered it up but it doesn't matter if I'm logged in with my AD account or a customer account.

    I'll have to wait for a colleague with access to restart the portal.

    Hopefully this will be sorted soon!

    Regards,

    Phil

  • Community Member Profile Picture
    Community Member on at

    Not a bump, but just read this: I wander if it could have something to do with it.

    Portals Update <<<

  • Community Member Profile Picture
    Community Member on at

    I looked further, my Portal isn't updated to the latest version so I don't think it was that. However my portal comments have been working for about 5 minutes now as far as I am aware. I didn't restart my portal

    Thanks

    Phil

  • Suggested answer
    Steven O'Neill Profile Picture
    Steven O'Neill 575 on at

    Sounds as though the Portal is being cached and as such you're changes are not being released to the end user (so when a Portal visitor comes along they get stale data).

    I believe there is a workaround using the Web Notifications feature - I've had to do this myself but not for what you're attempting. Supposedly the online version doesn't need this but I've found that it doesn't work the way it should unless these Web Notifications are on.

    So how to add Web Notifications...

    If you open Solutions and look for the Web Notification solution you should get to the Configuration page.

    Add the relevant Entities you need to immediately update the cache but selecting them in the Changes Ignored section and moving them over to Send Notifications and then click Save and Publish.

    That should be it...fingers crossed.

    Hope that helps.

  • Community Member Profile Picture
    Community Member on at

    Hi Steven, that sounds like it would be a life saver. I don't have access to restart our portal so for development work that would probably help save some time. Very frustrating when changes to go through.

    Everything seems ok on the portal side of things RE the portal comments but i'll keep an eye on it.

    Thanks!

  • Steven O'Neill Profile Picture
    Steven O'Neill 575 on at

    I think there may be some issues online as well. I've a stack of System Jobs sitting at Waiting for Resources for the past 5 hours so if your in CRM4 then there may be some other issues going on. Currently in discussions with tech support about this so if there is something I'll report back.

    I've noticed a huge difference to how caching is handled once I updated the Web Notifications to include all the Entities that are updated online and directly in the CRM so it keeps everything up to date at both sides.

  • Community Member Profile Picture
    Community Member on at

    If you mean our crm instance url then yes, it is in CRM4. I'm working in a sandbox so i have come to accept slowness sometimes but it has been unmanageable the last 24 hours.

    If there are issues with the online service though then that might explain the error message i got earlier.

    Hopefully they get back to you soon with an answer.

    Thanks,

    Phil

  • Community Member Profile Picture
    Community Member on at

    Hi all,

    I just wanted to join and comment as we are experiencing something similar here.

    A user is going through and updating new accounts with contacts, however once she saves the records, we can find the users in the database using the find option, but they do not appear as "contacts" in the account pane on any machine other than the original user. No refresh of cache helps.

    The original user who created those records can refresh cache and pull directly again and see them on their screen.

    This is leading to a lot of flappy hand syndrome from the users and I'm powerless to understand why people can't see these.

    Did anyone have any ideas as these issues seem similar (FYI, CRM4 instance too)

    Finally, this only seems to have occurred since the Dynamics 365 upgrade of our Dynamics 2016 environment. Multiple browsers tried, multiple users....there is no single point we can pinpoint.

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