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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Why do I need to refre...
Service | Customer Service, Contact Center, Fie...
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Why do I need to refresh the timeline in the customer service workspace app when changing tabs

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Posted on by Domi Walker 105

Timelines of cases, accounts and contacts are no longer refreshed when you go to a new tab, or open a new entity in the same session.

Example: Open an account, in the account window, click on a contact: a new tab opens. When you go to that tab and return to the account, the timeline of your account will be empty (it mentions "Get started Capture and manage all records in your timeline") > workaround is to click on the refresh button and you will see the details in your timeline again.

This behavior started last week and occurs only in the customer service workspace app. Agents working with the customer service hub do not have that problem.

  • Suggested answer
    Domi Walker Profile Picture
    Domi Walker 105 on at
    Why do I need to refresh the timeline in the customer service workspace app when changing tabs
    Looks like the issue no longer occurs
  • Suggested answer
    Haig Liu Profile Picture
    Haig Liu Microsoft Employee on at
    RE: Why do I need to refresh the timeline in the customer service workspace app when changing tabs

    Hi Domi Walker,

    I tried testing with basic user and system administrator privileges and none of the above issues occurred, it refreshes normally.

    But a similar problem has occurred in a past update, so I think you can raise a support ticket with Microsoft: 

    https://admin.powerplatform.microsoft.com/support

    Until the problem is solved, you can use JS to refresh the timeline: https://xrmdynamicscrm.wordpress.com/2020/07/04/dynamics-365-refresh-timeline-using-javascript/

  • Suggested answer
    DanNewton Profile Picture
    DanNewton 54 on at
    RE: Why do I need to refresh the timeline in the customer service workspace app when changing tabs

    Please consider raising a ticket with Microsoft support. My users are also experiencing this same issue, it does not seem to happen for system administrators and I think is probably a bug.

    Edit - Domi Walker Microsoft support have acknowledged this is a bug and said a fix for my region is being rolled out starting 26th May

  • Domi Walker Profile Picture
    Domi Walker 105 on at
    Why do I need to refresh the timeline in the customer service workspace app when changing tabs

    Timelines of cases, accounts and contacts are no longer refreshed when you go to a new tab, or open a new entity in the same session.

    Example: Open an account, in the account window, click on a contact: a new tab opens. When you go to that tab and return to the account, the timeline of your account will be empty (it mentions "Get started Capture and manage all records in your timeline") > workaround is to click on the refresh button and you will see the details in your timeline again.

    This behavior started last week and occurs only in the customer service workspace app. Agents working with the customer service hub do not have that problem.

    >>> Sorry, should have posted this in the 'Dynamics 365 Customer Service Forum'. I can't remove this one.

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