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Troubleshoot issues with opportunities

Summary

Use this article to troubleshoot issues that you might encounter when you work with opportunities in Microsoft Dynamics 365 Sales. It covers errors and unexpected behavior when you close opportunities, edit closed opportunities, add products, view the opportunity pipeline, and manage permissions and stakeholders. For more information about how to work with opportunities, see Manage opportunities.

Can't close an opportunity

The following errors or issues might occur when you try to close an opportunity:

The following sections describe each error and how to resolve it.

Quick Create form doesn't appear

When you close an opportunity, the Main form appears instead of the Quick Create form.

To resolve this problem:

  1. In Sales Hub, go to App Settings > General Settings > Lead + Opportunity management > Opportunity Closing, and make sure the Custom fields on closing form toggle is set to Yes.
  2. In Advanced Settings, go to Administration > System Settings > Sales tab, and make sure Customize close opportunity form is set to Yes.
  3. In the solution explorer, go to Entities > Opportunity Close > General tab, and make sure that Allow quick create and Enable for Unified Client are both turned on.
  4. If the settings are correct in one environment but the issue occurs only in production, compare the Opportunity Close entity configuration across environments.

Custom fields don't appear on the Opportunity Close form

You added custom fields to the Opportunity Close form, but they don't appear in the app.

To resolve this problem:

  1. Add the Opportunity Close entity to your custom app module.
    1. In the app designer, select Add > Entities.
    2. Search for Opportunity Close, add it, and then select Include entity metadata.
  2. Publish the app again.

Error when you close an opportunity with custom fields turned on

When you turn on the Custom fields on closing form toggle and try to close an opportunity, you receive the following error message:

Selected entity is not valid for this client

To resolve this problem:

  1. Make sure your app is built on Unified Interface. Opportunity Close form customization is only supported in Unified Interface apps.
  2. Make sure the Opportunity Close entity is added to your custom app module with all assets included.
  3. Check for any unmanaged solution layers on the Sales Hub app that might override the configuration.
    1. Go to Settings > Advanced Settings > Customizations > Customize the System > Client Extensions, select the affected app, and then review the solution layers.

Custom status reasons don't appear on the Opportunity Close form

You added new status reason values to the Opportunity Close entity, but they don't appear in the form.

To resolve this problem:

  1. Make sure you add custom values to the opportunitystatuscode attribute (not the statuscode attribute) on the Opportunity Close entity.
  2. Make sure matching values exist for both the Status Reason field on the Opportunity entity and the opportunitystatuscode attribute on the Opportunity Close entity.
  3. Check for and remove any unmanaged layers that might override the field options.
  4. Publish all customizations, and then clear your browser cache.

Customization option is missing from settings

You can't find the option to enable Opportunity Close form customization.

To resolve this problem:

  1. In Sales Hub, go to App Settings > General Settings > Lead + Opportunity management > Opportunity Closing.
  2. If the option isn't visible, check for an active solution layer on the app that might hide it.
    1. Go to Settings > Advanced Settings > Customizations > Customize the System > Client Extensions.
    2. Select the Sales Hub app, and then review and remove any blocking solution layer.

Errors after you customize the Opportunity Close form

You receive errors when you close an opportunity after you customize the form. The issue might be caused by customizations on the Quick Create form.

To resolve this problem:

  1. Temporarily disable any custom JavaScript or business rules on the Opportunity Close form to isolate the issue.
  2. If you have customizations on the Opportunity Line Quick Create form, review them for conflicts.
  3. Make sure all required fields have valid values before closing.

The opportunity can't be closed

This error occurs when active or draft quotes are associated with the opportunity.

To resolve this problem:

  1. In the opportunity record, go to the Quotes tab (or Quotes line item tab).

  2. Make sure none of the quotes are in the Draft or Active status.

    Screenshot of quotes in the Draft status on the Quotes tab of an opportunity.

Access denied or insufficient permissions

You don't have sufficient permissions on the opportunity that you're trying to close.

Ask your system administrator to grant you the required permissions. The administrator can follow these steps to grant the necessary permissions:

  1. Go to Settings > Security Role.
  2. Open the security role of the user.
  3. Assign Read, Create, Append, and Append To permissions to the user's security role at user level on the Opportunity entity and the custom entity.

The opportunity is already closed

The opportunity that you're trying to close is already marked as Won or Lost. To change a closed opportunity, reopen it, make your changes, and then close it again.

The opportunity close dialog doesn't open or shows unexpected behavior

One of the following issues might cause the opportunity close dialog to not open correctly:

  • A required metadata flag is turned off.
  • Active customization solution layers exist on the opportunity close entity.
  • The opportunity close entity isn't added to the required model-driven app.
  • The Custom fields on closing form setting isn't turned on in Sales Hub settings.

To resolve this problem:

  1. Check whether any active layers exist on the opportunity close entity. To validate the scenario, remove these layers.

    Note

    Removing active layers causes the system to lose all changes that are made as part of that solution.

  2. Add the opportunity close entity to the required model-driven apps.

  3. Make sure that the opportunity close customization is turned on in Sales Hub settings:

    1. Go to App Settings > Lead + Opportunity management > Opportunity Closing.
    2. Make sure the Custom fields on closing form toggle is turned on.

    Screenshot of the Opportunity closing settings page in Sales Hub showing the Custom fields on closing form toggle.

  4. If you customized the opportunity close form by adding extra fields, make sure that scripts or fields don't cause errors. To isolate the issue, try to remove customizations, and then close the opportunity again.

Multiple cascading relationships on the close form

When you try to close an opportunity, you receive the following error message:

More than one parent exists

MultipleParentEntitiesFoundByEntity

This error occurs because multiple fields in the opportunity close form have cascading relationships with the same entity. This configuration isn't supported.

To resolve this problem, remove one of the fields that has a cascading relationship with the same entity from the opportunity close form. For example, if a custom field and the Regarding field both reference the same entity, remove one of them. For more information, see Create and edit 1:N (one-to-many) relationships.

Close as Won or Close as Lost button isn't visible

An active layer or managed component might be updating the ribbon definition. This update activity hides the close buttons.

To resolve this problem, check whether an active layer or managed component modifies the ribbon definition. Use the Command Checker to inspect the visibility rules for the Close as Won and Close as Lost buttons.

Currency mismatch error

The actual revenue currency in the Opportunity Close entity doesn't match the transaction currency of the opportunity.

To resolve this problem:

  1. Open the opportunity record, and check its transaction currency (for example, Japanese Yen).
  2. Open the opportunity close form, and find the Actual Revenue field.
  3. Make sure that the actual revenue currency matches the transaction currency of the opportunity.

Can't edit an opportunity

After you close an opportunity as Won or Lost, the opportunity becomes read-only, and you can't change it. To change it, you need to reopen it. Select the opportunity, and then select Reopen Opportunity on the command bar.

Screenshot of the Reopen Opportunity button on the command bar of a closed opportunity.

Can't add products to an opportunity

When you try to add products to an opportunity, the following errors might occur:

You must select a price list before attempting to add a product

This error occurs because you didn't select a price list for the opportunity. You need a price list to add products to an opportunity.

To resolve this problem:

  1. In the opportunity record, go to the Product Line Item tab.
  2. In the Price List field, select a price list for the opportunity.

You must provide a value for product description

This error occurs because you didn't enter the product name for the write-in product.

To resolve this problem, enter the product name.

You can only add active products

This error occurs because the product that you selected is in the Draft status.

To resolve this problem, make sure that the product is in the Active status, and then add it.

Can't see connection records added from the Stakeholders subgrid

The out-of-the-box Stakeholders subgrid shows only connections that have a connection role category of Stakeholder. For more information, see How are stakeholders and sales team members tracked for opportunities?.

To resolve this problem:

  1. In the opportunity record, select the Related tab, and then select Connections.
  2. In the Connections subgrid, select the connection record that you added.
  3. On the connection record, open the connection role that's listed in the As this role field.
  4. On the connection role record, make sure that the Connection Role Category field is set to Stakeholder.

Opportunity pipeline view issues

The following issues might occur when you work with the opportunity pipeline view:

Pipeline view doesn't display bubbles in the Deal tracker

The bubbles might not be visible for the following reasons:

  • To maintain clarity, the bubble chart shows only the first 50 valid opportunity entries. Valid entries are those that have defined x-axis, y-axis, radius data, and Segment by fields. As a result, some or all bubbles might not appear on the graph even though they exist in the grid view.
  • If you select the msdyn_Score (opportunity score) and msdyn_Grade (opportunity grade) fields as the Tooltips fields for the Deal tracker, the "not null" filters of these fields are applied to the opportunities for the bubble chart. This action might filter out all opportunities from the chart even though they're visible in the grid view.

To resolve this problem:

  1. Make sure that the fields you select for the Deal tracker setting in App Settings on the opportunity pipeline settings page have values for the x-axis, y-axis, radius data, and Segment by fields.
  2. Avoid using the msdyn_Score (opportunity score) and msdyn_Grade (opportunity grade) fields as the Tooltips, x-axis, y-axis, radius, or Segment by fields so that the bubbles appear in the Deal tracker. Alternatively, turn on predictive opportunity scoring in the organization to populate data for the msdyn_Score and msdyn_Grade fields.

Deal manager access privileges are automatically assigned to newly created roles

When an administrator publishes deal manager settings from App Settings on the opportunity pipeline settings page, the prvReadmsdyn_dealmanageraccess and prvReadmsdyn_dealmanagersettings privileges are automatically granted to all newly created roles in the environment.

This behavior is by design. It lets users read the deal manager settings configuration to show the bubble chart in the pipeline view.

For more information, see Manage opportunities.

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