CRM 2011, Cases, Knowledgebase Articles, and IE 7

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Microsoft Dynamics CRM 2011 supports Internet Explorer 7, 8, and 9. However, as we have found, sometimes functionality can behave differently in different versions of IE. I recently came across one of these compatibility issues in an implementation that required Cases (the incident entity).

One of the functionalities that our customer required was the ability to use knowledge-base articles. The implementation and usage of this part of native CRM functionality is straightforward. I was surprised when our enterprise customer approached me and stated that the knowledge-base article section was not displaying.

If you have users who use different versions of Internet Explorer, I strongly recommend downloading and testing your CRM environment using an application called “IETester.” It does a great job of allowing implementers, developers, and end-users to test applications across common browser versions. Open up the shortcut, click on the desired browser version and then type the URL to test CRM.

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Sure enough when you browsed with IE 7 using CRM 2011 on-premise installation the KB articles would not display appropriately.

Example: IE 7 KB's not working…

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Here is how to solve this issue…

Microsoft CRM support and the IE team came up with the following simple solution.

  • Create a new JavaScript Web Resource in CRM 2011
    • Add the following JS to that Web Resource
      • function view(){kbviewer.frameElement.style.height = 1700;}

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  • Edit the Cases form
    • Add the Web Resource to form

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  • Add the function to the form onload

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Example: Working Cases KB Articles

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Post by: Sean Shilling, Customer Effective