Manage Cases with CRM 4.0

• 10-15-2008 3:24 AM

  Shif Arad Joined on 10-10-2008 Posts 2

  Manage Cases with CRM 4.0 Reply Contact Hi, We recently started to document our cases in CRM 4.0. We designed the process and created relevant workflows and it's all working fine. The thing that we were unable to sort is the fact that adding a note in the case does not affect the "Modified Date" of the case. This is very troubling as a support team manager who is trying to get oriented with whats going on. Sometimes a note, or email to a customer is created but the "Modified Date" is not updated so it requires me to step into each case and review it whether than getting an updated picture by looking at the View. Is there any way I can sort this thing and make the "Modified Date" affected by an email activity or addining a note? Kind Regards, Shif

  Tags: Cases

• 11-05-2008 3:10 AM

  In reply to

  Frank Hermes Joined on 07-01-2008 Posts 163	Re: Manage Cases with CRM 4.0 Reply Contact Create two workflows for email and note that are fired on creation (1.Step: check if is related to a case). Both should update a field in the related case and that will set the modifiedon and modifiedby fields.

• 11-12-2008 3:00 AM

  In reply to

  Shif Arad Joined on 10-10-2008 Posts 2	Re: Manage Cases with CRM 4.0 Reply Contact Hi, Thanks for your response. I think I understand the idea, but I cannot froce the modifiedon field to be updated. It's kind of a readonly field. Please advice. Thanks, Shif
  	Tags: Cases anage

• 11-12-2008 3:38 AM

  In reply to

  Frank Hermes Joined on 07-01-2008 Posts 163	Re: Re: Manage Cases with CRM 4.0 Reply Contact update any other field (you could insert a dummy field) and that will automatically update the modifiedon field.