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Service icons not shown up in the workspace for some users

Posted on by 10

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.

workspace-issue.png

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.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    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.

     pastedimage1612775915741v1.png

    Thanks. 

    Regards,

    Leah Ju

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

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    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:

    pastedimage1612408528621v1.png

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

    for example, add case entity:

    pastedimage1612408704219v2.png 

    pastedimage1612415695560v1.png

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

    pastedimage1612409219777v1.png

    Save and Publish.

    Test:

    pastedimage1612415847463v2.png

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

    Regards,

    Leah Ju

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

  • Mahmoud Gamal Profile Picture
    Mahmoud Gamal 10 on at
    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.

    no-arabic-language.png

    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 Profile Picture
    Community Member Microsoft Employee on at
    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.

    pastedimage1612342643584v1.png

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

    pastedimage1612342831379v2.png

    pastedimage1612342955497v3.png

    Regards,

    Leah Ju

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

  • CRM Pundit Profile Picture
    CRM Pundit 15 on at
    RE: Service icons not shown up in the workspace for some users

    Can you please check it in another browser as well?

  • Mahmoud Gamal Profile Picture
    Mahmoud Gamal 10 on at
    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:

    2061.png

    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.

    0601.png

    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 Profile Picture
    Community Member Microsoft Employee on at
    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,

    pastedimage1612331632061v1.png

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

    pastedimage1612331930205v2.png

    pastedimage1612332310635v4.pngpastedimage1612332250978v3.png

    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.

    pastedimage1612332490631v1.png

    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.

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