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Merge pull request #8707 from MicrosoftDocs/main
Auto push to live 2025-04-14 18:07:49
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‎.github/workflows/manage_stale_branches.yml‎

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name: Manage Stale Branches
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permissions:
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contents: write
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on:
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workflow_dispatch:
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jobs:
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stale-branch:
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if: github.repository_owner == 'MicrosoftDocs'
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uses: MicrosoftDocs/microsoft-365-docs/.github/workflows/Shared-StaleBranch.yml@workflows-prod
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with:
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PayloadJson: ${{ toJSON(github) }}
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RepoBranchSkipList: '[
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"automation"
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]'
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ReportOnly: true
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secrets:
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AccessToken: ${{ secrets.GITHUB_TOKEN }}

‎.github/workflows/validate_branch_names.yml‎

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name: Validate branch names
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on:
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create
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jobs:
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on-branch-create:
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if: startsWith(github.ref, 'refs/heads/')
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runs-on: ubuntu-latest
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steps:
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- name: Validate name
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run: |
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INVALID_CHARS='[<>:"/\\|?*]'
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if [[ "${{ github.ref_name }}" =~ $INVALID_CHARS ]]; then
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echo "Error: Branch name '${{ github.ref_name }}' created by ${{ github.actor }} contains invalid characters."
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exit 1
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else
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echo "Branch name '${{ github.ref_name }}' is valid."
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fi

‎support/dynamics-365/customer-service/cases-or-incidents/add-or-manage-bots-issues.md‎

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---
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title: Copilot Studio Bots Affect Workstreams And Agent Transfers
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description: Helps resolve issues related to bot management and prevent disruptions in chat queues and agent transfers in Microsoft Dynamics 365 Customer Service.
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ms.reviewer: ghoshsoham
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author: Yerragovula
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ms.author: srreddy
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ai-usage: ai-assisted
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ms.date: 04/14/2025
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ms.custom: sap:Cases or Incidents, DFM
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---
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# Workstreams and agents are affected by changes made to other Copilot Studio bots
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This article addresses issues encountered when adding or managing Copilot Studio bots in Dynamics 365 Customer Service that impact workstreams and agent transfers.
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## Symptoms
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You might encounter the following issues when working with [Copilot Studio bots](/dynamics365/customer-service/administer/configure-bot-virtual-agent) in Dynamics 365 Customer Service:
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- Adding a new bot to a workstream inadvertently updates or replaces bots or agents in other existing chat or messaging workstreams.
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- Bots don't work correctly, causing chat queues to fail.
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- Certain bot versions can't be retrieved in the Customer Service admin center.
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## Cause
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The issue can occur when the `iscustomizable` flag is enabled for the bot skill. When this flag is enabled, any changes made to one bot or workstream could inadvertently affect other bots or workstreams.
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## Resolution
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To prevent a bot from affecting other workstreams, follow these steps to disable the `iscustomizable` flag for the bot skill:
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1. Navigate to **Settings** > **Solutions** in Dynamics 365 Customer Service, and locate the solution that contains the bot and skills.
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2. Verify that the `iscustomizable` flag isn't enabled for the skill in question.
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For more information, see [Use managed properties](/power-platform/alm/use-managed-properties).
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If the issue persists, you can manually edit the XML file of the solution to disable the `iscustomizable` flag:
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1. Export the solution containing the bot and skills.
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2. Open the solution file in a text editor.
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3. Locate the `iscustomizable` flag for the relevant skill.
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4. Set the `iscustomizable` flag to **false**.
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5. Save the changes to the XML file.
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6. Import the modified solution back into Dynamics 365.
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By setting the `iscustomizable` flag to **false**, the skill becomes non-editable, ensuring that changes to one bot or workstream don't unintentionally impact others.

‎support/dynamics-365/customer-service/cases-or-incidents/dismiss-all-not-working-in-notifications.md‎

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---
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title: Dismiss All Doesn't Work in Notifications
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description: Helps resolve an issue where notifications are cleared temporarily but reappear after a short time in Microsoft Dynamics 365 Customer Service.
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ms.reviewer: srreddy
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author: Yerragovula
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ms.author: srreddy
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ai-usage: ai-assisted
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ms.date: 04/14/2025
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ms.custom: sap:Cases or Incidents, DFM
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---
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# The Dismiss All button doesn't work in the notifications in Dynamics 365 Customer Service
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This article addresses an issue with the **Dismiss All** button in the notifications area of Dynamics 365 Customer Service.
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## Symptoms
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When you select the **Dismiss All** button in the notifications area of Dynamics 365 Customer Service, notifications are temporarily cleared from the interface. However, the notifications reappear after a short period, typically within less than a minute.
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## Cause
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This issue can occur due to insufficient user privileges on specific entities related to the notification system. Non-system administrators might lack the necessary permissions on the following entities:
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- Model-driven app user setting
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- Setting definition
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> [!IMPORTANT]
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>
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> - The **Dismiss All** action doesn't delete notifications but prevents fetching notifications created before the action. Notifications will still be automatically deleted by the system as they near their expiry dates.
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> - If immediate deletion of notifications is required, users should use the **Delete** action on individual notification cards instead of using the **Dismiss All** functionality.
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## Resolution
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To resolve this issue, ensure that the affected user has the necessary privileges on the involved entities. Follow these steps to update permissions:
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1. Assign the following privileges on the "model-driven app user setting" entity:
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- Create
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- Read
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- Write
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- Append
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2. Assign the following privileges on the "setting definition" entity:
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- Read
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- AppendTo
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3. Verify that the updated privileges are applied to the user's security role.
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4. Test the **Dismiss All** button to confirm that notifications no longer reappear after being dismissed.

‎support/dynamics-365/customer-service/cases-or-incidents/user-location-not-captured-displayed-to-agent.md‎

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---
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title: Chatbot Workstream Fails To Detect User's Location
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description: Helps resolve an issue where the chatbot workstream fails to detect the user's location even after proper configuration in Microsoft Dynamics 365 Customer Service.
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ms.reviewer: courtser
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author: Yerragovula
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ms.author: srreddy
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ai-usage: ai-assisted
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ms.date: 04/10/2025
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ms.custom: sap:Cases or Incidents, DFM
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---
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# Chatbot workstream fails to detect user's location
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This article addresses an issue where the chatbot workstream fails to detect the user's location, even after proper configuration in Dynamics 365 Customer Service.
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## Symptoms
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After you [set up visitor location detection](/dynamics365/customer-service/administer/geo-location-provider) in a chatbot workstream within Dynamics 365 Customer Service, the user's location details aren't being captured or displayed to the agent.
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## Cause
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This issue can occur if the Bing Map API key used for location detection was created in a different tenant than the one used by the Dynamics 365 Customer Service application. As a result, the chatbot fails to detect the user's location.
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## Resolution
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To resolve this issue, ensure that the Bing Map API key is created and configured in the same tenant as the Dynamics 365 Customer Service application. For more information, see [Getting a Bing Maps Key](/bingmaps/getting-started/bing-maps-dev-center-help/getting-a-bing-maps-key).

‎support/dynamics-365/customer-service/cases-or-incidents/you-dont-have-access-to-data-for-case-summaries-error.md‎

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---
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title: You Don't Have Access To The Data Used For Case Summaries Error
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description: Resolves the issues related to the Copilot case summary feature in Microsoft Dynamics 365 Customer Service.
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ms.reviewer: ghoshsoham
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author: Yerragovula
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ms.author: srreddy
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ai-usage: ai-assisted
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ms.date: 04/14/2025
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ms.custom: sap:Cases or Incidents, DFM
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---
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# "It looks like you don't have access to the data that's used for case summaries" error
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This article provides a resolution for the issues related to the Copilot case summary feature in Microsoft Dynamics 365 Customer Service.
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## Symptoms
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When you try to use the [Copilot case summary](/dynamics365/contact-center/administer/copilot-enable-summary) feature, you might receive the following error message:
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> It looks like you don't have access to the data that's used for case summaries.
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Additionally, the feature fails to display properly for non-administrators who try to use a custom product table instead of the out-of-box (OOB) product table.
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## Cause
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Copilot case summaries rely on a relationship between the custom table and the OOB "case" table.
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- Copilot uses data from tables related to the "case" table to generate summaries.
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- Custom tables that lack a relationship with the "case" table are ineligible for use in generating case summaries.
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## Resolution
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To resolve this issue, establish a relationship between your custom table and the OOB "case" table. Follow these steps:
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1. In [Power Apps](https://make.powerapps.com/), navigate to the environment where your custom table resides.
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1. From the left navigation pane, select **Tables**.
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1. Select your custom table (for example, the custom product table.)
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1. Go to the **Relationships** tab.
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1. Select **+ New relationship** and select the appropriate relationship type:
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- For a many-to-one relationship: Select **Lookup**.
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- For a one-to-many relationship: Select **One-to-Many**.
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- For a many-to-many relationship: Select **Many-to-Many** (if applicable).
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1. In the **Related Table** dropdown, select **Case (incident)**.
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1. Select **Done** and then select **Save**.
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1. Publish the table to apply the changes.
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1. Test the changes:
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- Navigate to the Copilot case summary feature in Dynamics 365.
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- Try to generate a case summary using the custom table.
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- Confirm that the summary displays correctly without any error.
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Alternatively, if creating a relationship between the custom table and the OOB "case" table isn't feasible, you can resolve the issue by removing the product data reference from the case summaries configuration. Follow these steps:
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1. Navigate to the **Copilot Configuration Settings** within Dynamics 365.
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2. Remove the product data reference from the case summaries configuration. For more information, see [Manage fields Copilot uses for case summaries](/dynamics365/customer-service/administer/copilot-map-custom-fields).
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3. Save the changes.
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4. Retest the feature to confirm that the error no longer appears and that the case summary displays correctly.

‎support/dynamics-365/customer-service/email/email-preview-text-showing-error-when-not-configured.md‎

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---
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title: Email Preview Text Shows Error or Unintended Formatting
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description: Provides a resolution to ensure that the email preview text is displayed correctly and avoids showing unintended formatting details in Dynamics 365 Customer Service.
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author: Yerragovula
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ms.author: srreddy
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ms.reviewer: meghgupta
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ai-usage: ai-assisted
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ms.date: 04/14/2025
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ms.custom: sap:E-Mail, DFM
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---
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# Email preview text shows an error or unintended formatting when not configured
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This article provides guidance for resolving issues where email preview text displays an error or unintended formatting in Dynamics 365 Customer Service.
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## Symptoms
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When you send an email in Dynamics 365 Customer Service, the email preview text might display an error or unintended formatting (for example, **{ 0 margins ..**) instead of a meaningful preview. This issue typically occurs when the email content is primarily an image and no explicit email preview text is set.
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## Cause
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If no explicit email preview text is configured, the system automatically uses the email's content as the preview text. When the email content is an image, the system extracts the formatting details of the image, resulting in unintended text being displayed in the email preview.
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## Resolution
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To prevent unintended formatting issues, add an email preview text to the email that contains an image as the primary content. The text will then be displayed in the email preview instead of the extracted formatting details.

‎support/dynamics-365/customer-service/email/email-template-context-loading-out-of-order.md‎

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---
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title: Email Template Context Loading Out of Order
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description: Solves an issue where the email template context doesn't appear in the correct order in Microsoft Dynamics 365 Customer Service.
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author: Yerragovula
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ms.author: srreddy
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ms.reviewer: meghgupta
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ai-usage: ai-assisted
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ms.date: 04/14/2025
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ms.custom: sap:E-Mail, DFM
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---
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# Email template context loads out of order in Dynamics 365 Customer Service
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This article solves an issue where the email template context loads out of order, particularly impacting content with bullet points in Dynamics 365 Customer Service.
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## Symptoms
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You may encounter the following issues when using [email templates](/power-apps/user/email-template-create) in Dynamics 365 Customer Service:
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- The email template content doesn't appear in the correct order.
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- Bullet points within the email template are particularly affected, with content being misaligned or rearranged.
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## Cause
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The issue occurs due to invisible characters embedded in the HTML code of the email template. These characters are often found around the bullet points and interfere with the proper rendering of the template context.
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## Resolution
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To troubleshoot this issue, follow these steps:
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1. Create a new email template and gradually test sections of the original template content to identify the problematic portion.
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2. Use an API to inspect and compare the HTML code of the email templates. Look for invisible characters in the HTML, particularly around the bullet point sections.
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3. Remove spaces or unnecessary formatting between the lines in the affected template content.
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If the issue persists, consider disabling the modern rich text editor experience by following the steps in [Revert from the modern rich text editor experience to the classic experience](/power-apps/maker/model-driven-apps/rich-text-editor-control#revert-from-the-modern-rich-text-editor-experience-to-the-classic-experience). This setting can also be disabled for the entire organization via the [Setting definition](/power-apps/maker/data-platform/create-edit-configure-settings). Disabling it organization-wide will override the setting for all users.

‎support/dynamics-365/customer-service/email/email-templates-and-formatting-issues.md‎

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---
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title: Issues with Email Templates and Formatting in Dynamics 365
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description: Solves incorrect formatting, missing columns, spacing issues, the arbitrary tracking code appended to the subject line, and emails being sent only to the first contact in Microsoft Dynamics 365 Customer Service.
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author: Yerragovula
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ms.author: srreddy
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ms.reviewer: meghgupta
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ai-usage: ai-assisted
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ms.date: 04/14/2025
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ms.custom: sap:E-Mail, DFM
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---
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# Issues with email templates and formatting in Dynamics 365 Customer Service
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This article addresses common issues encountered with email templates and formatting when using the Enhanced Email form in Dynamics 365 Customer Service.
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## Symptoms
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When [emails are sent using Copilot](/dynamics365/sales/compose-send-email-copilot) with the **Enhanced Email** form, the emails received by end users have issues with their appearance. Specifically, there may be issues with spacing, incorrect formatting, or missing columns.
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## Cause
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The email formatting issue with Copilot and the Enhanced Email form occurs due to a known issue with the [modern text editor](/power-apps/maker/model-driven-apps/rich-text-editor-control) being enabled.
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## Resolution
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Follow these steps to address the formatting issues caused by the Enhanced Email form:
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1. Navigate to [Power Apps](https://make.powerapps.com).
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2. Select the relevant environment.
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3. Go to **Tables** > **Email** > **Forms**, and then select the **Enhanced Email** form.
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4. Locate the **Body** field and delete the existing text editor control component.
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5. Save and publish the changes.
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6. Ensure the **Enhanced Email Recipient control** component is enabled for the **From**, **To**, **CC**, and **BCC** fields. Map these fields appropriately.
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7. Set the **Static value** option **True** under the **Show email address** setting.
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After removing the text editor control component from the **Body** field and enabling the **Enhanced Email Recipient control**, the email template rendering issues should no longer occur. For more information, see [Enable enhanced recipient control for email](/dynamics365/customer-service/administer/add-recipient-control).
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## More information
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- [Add the rich text editor control to a model-driven app](/power-apps/maker/model-driven-apps/rich-text-editor-control)
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- [Configure the enhanced email template editor page](/power-apps/user/cs-email-template-builder)

‎support/dynamics-365/customer-service/email/formatting-lost-when-copying-word-template-text-to-email-message.md‎

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---
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title: Lost Formatting When Copying Word Template Content To Email Message
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description: Solves an issue where formatting isn't retained when copying and pasting content from a Word template into an email message in Microsoft Dynamics 365 apps.
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author: Yerragovula
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ms.author: srreddy
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ms.reviewer: meghgupta
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ai-usage: ai-assisted
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ms.date: 04/14/2025
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ms.custom: sap:E-Mail, DFM
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---
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# Formatting is lost when copying Word template content to an email message
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This article helps you isolate and work around formatting issues that may occur when content is pasted from a Word template into an email message in Dynamics 365 apps.
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## Symptoms
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When you copy and paste content from a Word template into an email message in Dynamics 365 apps, you might encounter the following issues:
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- Hyperlinks are removed.
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- Images don't appear.
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- Text formatting is lost (for example, bold, italics, or font styles.)
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- The pasted content appears as plain text.
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## Cause
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The formatting issues might be caused by the Word desktop application or a system level issue, where content is copied in plain text format. As a result, formatting is lost when the content is pasted into Dynamics 365 applications.
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## Resolution
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To solve this issue,
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1. Verify the issue isn't specific to Dynamics 365:
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1. Copy the same content from the Word document.
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2. Paste the content into other applications, such as OneNote or Microsoft Teams chat.
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3. Check if the formatting is preserved.
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If the formatting is also lost in these applications, the issue isn't specific to Dynamics 365 but is related to the Word desktop application or the system's copy-paste functionality.
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2. Use the Word web application as a workaround
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The Word web application can be used to retain formatting when copying and pasting content:
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1. Open the same content in the Word web application.
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2. Copy the content from the Word web application.
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3. Paste the content into the Dynamics 365 email message.
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4. Verify that the formatting, hyperlinks, and images are preserved.
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3. If the issue persists and affects your workflow, contact Microsoft 365 support for further assistance.
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## More information
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[Use Word templates to create standardized documents](/power-platform/admin/using-word-templates-dynamics-365)

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