Jitendra Zaa

Why Quick Actions are not appearing on Case page layout in Lightning Experience

If you want quick action to appear on Page layout, all you have to do is add it in Salesforce Mobile and Lightning Experience Actions as shown in below image

Add Quick Actions on Page Layout - Salesforce
Add Quick Actions on Page Layout – Salesforce

Unfortunately this did not worked for Case & Work Order Page layout  in Lightning experience.

Quick Action not available in Case & Work Order Page layout
Quick Action not available in Case & Work Order Page layout

I almost spent around an hour and found below gold statements in Salesforce documentation

NOTE

Actions on user profiles, cases, and work orders can appear in a different way than on other records.

Actions on the user profile page come from the Quick Actions in the Salesforce Classic Publisher section of the global publisher layout. Only standard Chatter actions appear on the user profile page, regardless of which actions are assigned to the User Page Layout or the global publisher layout.

When feed tracking is enabled for cases or work orders, the page-level action menu on those records contains only custom buttons and supported standard buttons. Quick actions appear on the Chatter tab.

So, quick action would not appear at top of page layout or Highlight Panel if feed tracking is enabled. In my case, for time being I disabled feed tracking on case and it worked.

Hope this blog post will save an hour of someone 😉

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31 responses to “Why Quick Actions are not appearing on Case page layout in Lightning Experience”

  1. Kshitij Lawate Avatar
    Kshitij Lawate

    This is very good finding. Thank you. I have a question, i guess the answer is no, but still here it is. Is there any way to have separate page layouts for lightning and classic view? Consider a scenario, where I have an inline VF page added to page layout which i need to show in classic. For lightning however I am adding it to Lightning Page as different tab. Even if I set the ‘show in lightning’ checkbox false for VF page, it shows up in lightning. Is there any solution for this?

    Reply
    1. Jitendra Zaa Avatar
      Jitendra Zaa

      I don’t think there is any solution Kshitij. However, one workaround is to check theme in VF itself. If theme is Lighjtning then dont render page

      Reply
      1. G M Avatar
        G M

        The same issue I see on Account Layout. But disabling the feed for Account is not helping me out. The object level quick action button is visible for System Admin, whereas it is not visible for users (other profiles). I confirmed the users have access to recordtype. Also the quick action is placed in both “Quick Actions in the Salesforce Classic Publisher” and “Salesforce Mobile and Lightning Experience Actions” sections in page layouts. If you came across this, any guidance please

        Reply
  2. anji reddy Avatar
    anji reddy

    Hi Jitendra, I have a Question regarding Quick actions.

    When i sent an Email from Quick actions feed view, it is sending. But the sent Email was not showing in the feed page.
    Can you help me on this one. do we need to provide any profile level permission to view the sent Email from feed.

    Thanks in Advance
    Anji K

    Reply
  3. Julie S Avatar
    Julie S

    This truly saved me time. I was 30 mins into trying to figure out why my quick action wasn’t appearing at the top of my case layout when i decided to google and found your post. This is really unfortunate b/c I need Chatter Feed enabled on Cases and Quick Action is my only option for what I need to do. I have a QA to create a record that has multiple lookups. So I can use Flow Screens b/c Lookup field types aren’t available. Only one ugly workaround I found for that. This makes for a very poor user experience. I don’t get it.

    Reply
  4. Raghu Somisetty Avatar
    Raghu Somisetty

    Awesome ..!!

    Reply
  5. Chris Baker Avatar
    Chris Baker

    This saved me tons of trouble. Thanks

    Reply
  6. Rajesh Ramachandran. Avatar
    Rajesh Ramachandran.

    i found one more strange behavior that such a quickaction is not appearing in lightning community case feed. I am not sure if this is because i am using partner central community template. Have you encountered this?

    Reply
  7. Lakshminarasimha Rao Boppe Avatar
    Lakshminarasimha Rao Boppe

    Finally I am at peace reading the answer.

    Reply
  8. Jan Avatar
    Jan

    Thanks for the provided solution, disabling feed tracking worked – quick actions are now visible on page layout!

    Reply
  9. Sai Parjanya Avatar
    Sai Parjanya

    Thank you So Much Jitender Ji. 🙂 🙂 🙂

    Reply
  10. Prabhanjan Avatar
    Prabhanjan

    Thanks for the post. I guess I am not the only one finding it hard to render.

    Reply
  11. mahesh Avatar
    mahesh

    Awesome post

    Reply
  12. Srikanth Challa Avatar
    Srikanth Challa

    I spent almost 2 hours on this Issue before I found your post

    Reply
  13. Rhonda Ross Avatar
    Rhonda Ross

    Very frustrating limitation. Great post.

    Reply
  14. Lauren C Avatar
    Lauren C

    I already spent over an hour on this.. thank you so much!!

    Reply
  15. renuadhikari Avatar
    renuadhikari

    I spend only 30 min and found your article thanks 🙂

    Reply
  16. Bruno Henrique Soares Avatar
    Bruno Henrique Soares

    Thank you !

    Reply
  17. Mahesh Janagam Avatar
    Mahesh Janagam

    Is there is any other way to show the Quick Actions in Case record detail page without disabling the feed tracking.

    Reply
  18. SAnthosh Avatar
    SAnthosh

    Thank you so much sharing! Saved me lot of debugging time.

    Reply
  19. Mahesh Janagam Avatar
    Mahesh Janagam

    Using VF Page we can achieve this functionality without disabling Feed Tracking for the Case Object.

    Reply
  20. steveabackman Avatar
    steveabackman

    Thank you. This did it for me, after trying so many other answers…

    Reply
  21. Srujana Avatar
    Srujana

    Thank you so much for this.

    Reply
  22. Vaishali Ghai Avatar
    Vaishali Ghai

    Thanks for this post, I was struggling at this from last 2 hours. Finally, came across this post after 2 hours of searching.

    Reply
  23. Stephen Avatar
    Stephen

    2 years on and your post is still helping people. 🙂 Thanks!

    Reply
  24. Saurabh Avatar
    Saurabh

    Thanks a lot Jitendra!! Saved a ton of time and frustration.

    Reply
  25. Padmaja Ravisankar Avatar
    Padmaja Ravisankar

    Thank you so much!!! Saved me so much time

    Reply
  26. Jasmine Avatar
    Jasmine

    Thank you, save me a lot of time indeed.

    Reply
  27. Vivek Tendulkar Avatar
    Vivek Tendulkar

    Thank You so much .This saved my lot of time.

    Reply
  28. Vamsi Avatar
    Vamsi

    I want quick action Event too be displayed but it’s not getting displyed though the Field Tracking of Event object is disabled

    Reply
  29. Julie Avatar
    Julie

    Thank you so much! This was very helpful.

    Reply

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