Solved Dynamics 365 issue - no idea how to fix
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We're experiencing an issue with Dynamics 365 that I simply cannot figure out, so I'm hoping someone here can give some input.
Some quick background:
Prior to my company being acquired by our parent company, their MSP setup and configured the current Dynamics 365 environment. This MSP is still active, but it sounds like most of their Dynamics support staff have left and they have yet to fill those positions, leading to an unfortunate lack of support. The employee from our parent company who was the primary individual that worked with the MSP to get Dynamics up and running has also left.On to the issue:
The "Word Templates" dropdown that used to be available when viewing a Work Order in the Field Service module has disappeared. There was a similar issue where the "Excel Templates" dropdown when viewing Leads in the Sales module disappeared over the weekend / Monday, but it magically came back on Tuesday. To my knowledge, no one did anything to the templates and no customizations were made that would have caused this. I do see the templates listed in Settings -> Templates -> Document Templates, their status shows as Activated and I was able to find and download them using Advanced Find.Having never looked at Dynamics prior to our acquisition, I'm very green when it comes to supporting it. I still have a lot to learn, so I simply have no idea where to go from here to get this issue resolved. It is starting to become a big deal for the employees that need this functionality, so is there a Dynamics 365 guru around here that can provide some guidance on fixing this?
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@srsmith Every time I see Dynamics mentined, I cringe. It's such a mishmash of this, that, another thing, why don't we go ahead and throw in the kitchen sink as well? It's worse to attempt to support than even Quickbooks with all of it's known issues.
If nobody is available at the MSP to support it, have them open a ticket with Microsoft. It sucks not being able to interact with Microsoft directly, but with nobody left at the MSP that knows your particular instance of Dynamics there is probably nobody that knows what might have happened where.
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@travisdh1 said in Dynamics 365 issue - no idea how to fix:
It's worse to attempt to support than even Quickbooks with all of it's known issues.
As I also have to support that here as well, I am starting to have a similar mindset about Dynamics the more I dig into it, especially with some of the customizations that have been done to our environment over the last couple of years. What it even better is that there is no documentation on what has been done with the system.
@travisdh1 said in Dynamics 365 issue - no idea how to fix:
If nobody is available at the MSP to support it, have them open a ticket with Microsoft. It sucks not being able to interact with Microsoft directly, but with nobody left at the MSP that knows your particular instance of Dynamics there is probably nobody that knows what might have happened where.
I hadn't considered that - if I don't hear back from the MSP on this issue soon, I'll suggest that they do that. I do have a global admin account on our tenant, but when it comes to Dynamics, I have no idea what I should look for or where, so this might be the best option - thanks!
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Finally have a temporary solution for this issue. The MSP has put a temporary workflow in place that can be manually run on one or more work orders to generate the documents and attach them as notes to the record. Not ideal, but it works for now and surely beats having to manually create the documents by copying / pasting the data.
@travisdh1 said in Dynamics 365 issue - no idea how to fix:
have them open a ticket with Microsoft
Thanks again for the suggestion - since the MSP has determined that this issue isn't caused by our environment, user permissions, or templates, they did precisely that. Now we wait to see if this is a issue with an update or from something else going on...
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@srsmith said in Dynamics 365 issue - no idea how to fix:
Finally have a temporary solution for this issue. The MSP has put a temporary workflow in place that can be manually run on one or more work orders to generate the documents and attach them as notes to the record. Not ideal, but it works for now and surely beats having to manually create the documents by copying / pasting the data.
@travisdh1 said in Dynamics 365 issue - no idea how to fix:
have them open a ticket with Microsoft
Thanks again for the suggestion - since the MSP has determined that this issue isn't caused by our environment, user permissions, or templates, they did precisely that. Now we wait to see if this is a issue with an update or from something else going on...
Good luck! Microsoft "support" is always a pain with a go-between stuck in the process.
