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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Case is missing from t...
Microsoft Dynamics CRM (Archived)

Case is missing from the set regarding look in entity dropdown

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Posted on by shennu 702

I can't select a case record as a set regarding from within outlook with the outlook plugin.

I can select any other entity record, ie account, contact and several other custom entities. But case!

Any idea what I am missing here? we are using outlook 2010 with the plugin UR5 for outlook.

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  • David Jennaway Profile Picture
    David Jennaway 14,065 on at

    Do you get an error, or is the Case entity not available for selection ? If the entity is not available, then the only reason I can think of is if the user doesn't have read or append privileges on the case entity. It's also worth a sanity check if you've renamed the Case entity, as I think I've seen it when entity renaming changes haven't come through to the Outlook client

  • shennu Profile Picture
    shennu 702 on at

    Hi David,

    Thanks for your suggestions.

    There is no error. It is just Case is not appearing on the drop down list of the "Look in" field on the lookup windows when set regarding ... more is clicked inside the outlook client.

    No we have never renamed the case entity. And the regarding the users permission on the Case entity, I have just gave the user system admin role. Just to see if it is caused by lack of security / permission.

    Sadly still no sign of the Case when using set regarding from outlook client...

    It's weird one, right? really curious.

    In face it works in Prod environment, this is only happened in our UAT.

    However it would be good to track it down to find out exactly what has caused it.

    Any other suggestions/ ideas please?

  • shennu Profile Picture
    shennu 702 on at

    It turned out to be a caching issue on the citrix server where we run the outlook client with the crm plugin.

    after remove the organization from the configuration wizard then re-add the org did the trick. So now the case entity is now available for set regarding for the same user in the same CRM org.

  • Suggested answer
    sandeepstw Profile Picture
    sandeepstw 4,601 on at

    Hi,

    Please troubleshot and check what is real issue. Also check this article - support.miiia.com.au/.../115000349443-Set-Regarding-Greyed-Out-Missing

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