Service icons not shown up in the workspace for some users

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Posted on by Mahmoud Gamal

We have Dynamics 365 Customer engagement V8.2.2.112 organization that was updated originally from CRM 2011.

For some users the highlighted column with all the icons are not displayed.

We have two users with the same exact permissions and the same exact browser versions and one is displayed and the other is not displayed. Is this a permission setting or is it an issue? How to show it for all the users? I checked the page source and it is not a styling issue I think because the html code for this column is not there.

Thanks.

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Community Member Microsoft Employee on at

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RE: Service icons not shown up in the workspace for some users

Hi Partner,

Has the problem been solved? Any updates?

Please click Yes under "Did this answer your question?" to close this thread.

Thanks.

Regards,

Leah Ju

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Community Member Microsoft Employee on at

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RE: Service icons not shown up in the workspace for some users

Hi Mahmoud,

Maybe you can create another service section and copy Components under service section to new section.

Click '+Add' button to add 'Group' and named it with service2:

Then add 'Subarea' , add entity you need and copy url.

for example, add case entity:

Or you can drag them to other section directly, just like following screenshot:

Save and Publish.

Test:

if it still can't work, you can just make the user access these entities in the 'advanced find' page.

Regards,

Leah Ju

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Mahmoud Gamal 10 on at

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RE: Service icons not shown up in the workspace for some users

Thanks again for your reply. I tried it, but there is no Arabic language (1025) listed under more tiles drop down list, there are a lot of languages listed but no Arabic. But it is listed under more description.

Also the title was empty for the header title "Service" and the sub titles as well. I filled in the title and try it again and still the same issue.
Community Member Microsoft Employee on at

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RE: Service icons not shown up in the workspace for some users

Hi Mahmoud,

You can try to go Settings > Customizations > Customize the system > Client Extensions to click ‘Site Map’ to open app designer.

After opening it, you can move to Service-Service, click Porperties to add language you need.

Regards,

Leah Ju

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CRM Pundit 15 on at

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RE: Service icons not shown up in the workspace for some users

Can you please check it in another browser as well?
Mahmoud Gamal 10 on at

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RE: Service icons not shown up in the workspace for some users

Thanks Leah Ju for the response. Yes they are accessible from advanced find and from File -> new window. I checked the "My Apps", I only have 365 dynamics customer engagement app:

But when I open the from the settings directly, it gives me that "Currently, the interactive service hub doesn't support the following languages: Arabic". The organization that has this issue is Arabic based.

So, how the sitemap should be fixed? I used the "XrmToolbox" before when we updated 2011 to 2013 to fix an issue with site map as well. Can we use it in our case?
Community Member Microsoft Employee on at

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RE: Service icons not shown up in the workspace for some users

Hi Mahmoud,

Is these entities visible in Advanced Find for the users? just take case entity as an example:

If it is visible, then this indicates the problem is with the SiteMap,

You can go Settings > My Apps to open customer service app designer.

But if it's not visible, then the issue is with the permissions and/or security roles, you can try to give the user more privilege(organization) for there entities to test again.

Lastly, you can try to clear cache or use privacy mode of browser to test.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.