Account Hierarchy missing?

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Posted on by Community Member Microsoft Employee

Hello everyone!

Account Hierarchy seems to be missing. When I open the Active Accounts view (or any view) the Hierarchy icon is missing. The option is also missing from the Account page as well.

I'm pretty sure this is an out-of-box functionality, and it appears to be set up correctly when I check 'Account-Hierarchy Settings' in the Customization menu.

Everything is working correctly in our Test environment, and I've tried multiple browsers. I have the System Administrator role, so this isn't a security issue.

I may be missing something completely obvious here.

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Community Member Microsoft Employee on at

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RE: Account Hierarchy missing?

Sorry for the late reply, guys.

We had no idea what was causing the issue. The hierarchy would be missing one day, and appear the next. We eventually updated to 8.2.1 last week, and the issue seems to have resolved itself.
Community Member Microsoft Employee on at

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RE: Account Hierarchy missing?

Hi Pete

I have exactly the same issue.

On the testserver (Exact copy) it works like a charm, but on the live server it is not showing

Have you found a solution?
Community Member Microsoft Employee on at

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RE: Account Hierarchy missing?

Hi Pete,

Wondering if you ever found a solution for this as we are having the same issue as well. I have found that after an app pool reset they will show up for a few hours but then disappear.
Community Member Microsoft Employee on at

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RE: Account Hierarchy missing?

Tom: I might end up having to do that, unfortunately.

Alex: We're currently using 2016 On-Prem, and upgraded from 2015 On-Prem a few months ago. I don't believe the issue occurred because of the upgrade, it's only recently that I've noticed this. Our test environment is just fine, displaying the Hierarchy icon and everything.
ashlega 34,475 on at

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RE: Account Hierarchy missing?

In the online trial (created about 2 weeks ago), it seems to be showing that icon.. Although, on the account form the icon only shows up for the parent accounts, whereas in the views hierarchy icon shows up as long as the account is related to another account (as a parent or child) - better than nothing, but it still looks like there is a bit of inconsistency there

PS. This is not an upgrade from an older version, right? Just wondering.. since you've mentioned test environment where it's all working.. was it working in production before and just stopped?
ThomasN 3,190 on at

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RE: Account Hierarchy missing?

Hi Pete,

I would recommend opening a ticket with Microsoft on this one. I have a D365 Online 8.2 Demo environment I use regularly and the hierarchy is missing from there are well.
Community Member Microsoft Employee on at

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RE: Account Hierarchy missing?

Hello Mark

Yes, t his was the first place I checked. Everything checks out, no changes were made to the OOB Account Hierarchy. This is why I'm a bit confused why it's not functioning.
TheMarkChristie 10,328 on at

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RE: Account Hierarchy missing?

Hi Pete

It might be worth looking at this guide (I use it as my go to)

www.powerobjects.com/.../hierarchy-visualization-dynamics-crm-2015