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Tracked emails in Dynamics 365 App for Outlook not showing CASE details in Dynamics 365 pane

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Posted on by 140

From this morning (Wed 27/01/2020) tracked emails in Dynamics 365 App for Outlook are not showing the CASE details in Dynamics 365 pane in Outlook.

It was working fine up to and including Friday 22nd January 2020.

What has changed?

How do I fix it?

See screenshot below:-

2055.Dynamics-365-Screenshot_5F00_7.jpg

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  • Verified answer
    Wayne DT Profile Picture
    Wayne DT 140 on at
    RE: Tracked emails in Dynamics 365 App for Outlook not showing CASE details in Dynamics 365 pane

    Thanks for the response. Did not need to look at your suggestion as it must have been an issue elsewhere (ie: upstream from us) as the we are back to normal this morning and I made no changes at our end.

  • Wayne DT Profile Picture
    Wayne DT 140 on at
    RE: Tracked emails in Dynamics 365 App for Outlook not showing CASE details in Dynamics 365 pane

    It must have been an issue elsewhere (ie: upstream from us) as the we are back to normal this morning and I made no changes at our end.

  • LuHao Profile Picture
    LuHao 40,832 on at
    RE: Tracked emails in Dynamics 365 App for Outlook not showing CASE details in Dynamics 365 pane

    Hi Wayne,

    Please check if there is any active Quick View Form of Case.

    4520.pastedimage1611735965149v1.png

    If so, see the Form Order of the Quick View Form, edit the top form of Form Order.

    7343.pastedimage1611736032016v2.png

    1778.pastedimage1611736059347v3.png

    Check if there are fields in the form.

    3771.pastedimage1611736147355v4.png

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