Case Disappears

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Posted on by AnnMarieA

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We have an email that shows being tracked in Microsoft CRM 2013. The regarding case is listed but when we click on the case it gives the error. Record is Unavailable. The requested record was not found or you do not have sufficient permissions to view it. I have searched for the case and it is no where in CRM.

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Royal King 27,686 on at

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Case may be deleted from the system after email is tracked. Deleting case deletes all the related activities as well from the CRM but it won't delete email from the outlook. Check your crm whether the email exists or not, If email does not exists that means case has been deleted from the crm by someone.

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Satish Tiwari - CRM Microsoft Employee on at

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Are you using Server side sync to send and receive emails in CRM ? If yes, are you able to reproduce this issue when using CRM client for outlook instead of Server side sync?

Also, when you close Email/Outlook, Are you prompted with "The properties of the message "message name.." have been changed. Do you want to save changes to this message?"

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Hosk on at

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It looks like the case has been deleted.

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Aileen Gusni 44,524 on at

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Ann,

I have searched for the case and it is no where in CRM.

--> It seems the case has been deleted just before you open the record.

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AnnMarieA 240 on at

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we are using server side sync but we also have the outlook client installed. Should we not do both? I have never seen the message you referenced. I will check with the frequent users.

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AnnMarieA 240 on at

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The service reps do not have delete permissions. The service supervisor does but she said she did not delete the record. We have seen this a few times. Most of the time it happens when we try to view the email in CRM. If we untrack the email and then re- track the email it will often resolve the issue.

We recreated the case and then untracked / re-tracked the email. I had "Set Regarding" from the option on the top of the email to the new case. It would appear in the contact and account but not in the case. I had to set the Regarding to the case. in the bottom of the email before I could see it in the case. The email did have multiple attachments but the size of the attachments are below the allowable limit set in CRM.

Any other thoughts?

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