Announcements
Hi,
Can anyone help with an issue that is occuring whenever a customer raises a case from our Customer Support Portal:
When I follow through their actions locally I do not get an error, it occurs only when they attempt from their end.
Thanks
Steve
Do you happen to have SLA's? I had a similar issue, and I just opened up the SLA flows, and resaved them, and it worked.
Yes, I have several SLA's and have opened them up and resaved them but to no avail.
The strange thing is that I can raise a case from the Portal without an issue but when our customers attempt the same, they get the above error.
Next thing, open up the specific workflow which is having the error,, if it is a SLA one, you should be able to find it using this fetchxml. If you don't know how. I recommend downloading XrmToolBox and using the FetchXML Builder tool.
<fetch> <entity name="slaitem"> <filter> <condition attribute="workflowid" operator="eq" value="21182e57-f621-ec11-b6e6-00224842313a" /> </filter> </entity></fetch>
Or Search the workflow table
<fetch> <entity name="workflow"> <filter> <condition attribute="workflowid" operator="eq" value="21182e57-f621-ec11-b6e6-00224842313a" /> </filter> </entity></fetch>
(Just double check the GUID I entered, I retyped it).
Can you please check the Scope of your flow.
Is it set to User if yes then can you please try to change to Organization.
Also, please open flow based on flow Guid mentioned in your error message and check the run history
Hello Steve Pillar,
Pls check this thread for occuring whenever a customer raises a case from our Customer Support Portal
https://powerusers.microsoft.com/t5/Power-Apps-Portals/Error-An-unknown-failure-has-occurred-on-Entity-Form-when-no/td-p/486300
I hope it helps,Thanks.Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Portal.
Under review
Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.
Jump in, show your community spirit, and win prizes!
Expanding mentorship, skilling, and AI innovation
These are the community rock stars!
Stay up to date on forum activity by subscribing.
Abhilash Warrier 51 Super User 2026 Season 1
Muhammad Shahzad Sh... 51 Most Valuable Professional
Nagaraju_Matta 50
