Views:

What’s happening?

Users are unable to see the default color-coded icons for options such as Priority and Status in Dynamics 365 Case views after recent updates.

Reason:

This occurs due to incorrect or incomplete configuration settings related to the Power Apps grid control and option set colors.

Resolution:

To resolve missing icons and colors in Dynamics 365 Case views, follow these steps:

  1. Navigate to the application and select Settings > Advanced settings.
  2. Select Solutions. The Solutions page will appear.
  3. On the Solutions page, select Default Solution.
  4. Click Switch to classic.
  5. Select Entities > Case.
  6. On the Case page, go to the Controls section and select Power Apps grid control.
  7. Ensure that you are using the "Power Apps grid control".
  8. Verify that the "Customizer control" field is set to:
  9. MscrmControls.CustomCellControl.CustomCellControl
  10. If this value is not set, update it accordingly.
  11. Ensure that the property Enable Option Set colors is set to Yes.
  12. To change the option set colors:
  13. Select the option set that needs editing from the field list.
  14. Scroll down to the 'Options' section of the pop-up window.
  15. Select the desired option from the list and change the corresponding color.
  16. Save and Publish the changes.

If the issue persists after these steps, verify if the Case entity has an active layer in its solution:

  • Click on Solution Layers and check for an active layer. If an active layer is present, further investigation may be required.

After completing these steps, save and publish your changes. The icons and colors should now appear correctly in your Case views.