Closing Incident Record
Aric Levin
30,188
Recently I had this question come up, and wanted to discuss the difference between closing an incident (Case) as resolved, or closing an incident as cancelled. There are a few other options, but we will focus on these two.
The Case entity in CRM, has an associated entity called Case Resolution (incidentresolution). When a case was opened and then completed with a resolution, the closure of the case will be via the Incident Resolution Entity, as shown in the code below.
IncidentResolution resolution = new IncidentResolution { Subject = "Resolved Sample Incident", IncidentId = new EntityReference(Incident.EntityLogicalName, _incidentId) }; // Close the incident with the resolution. CloseIncidentRequest request = new CloseIncidentRequest { IncidentResolution = incidentResolution, Status = new OptionSetValue((int)incident_statuscode.ProblemSolved) }; CloseIncidentResponse closeResponse = (CloseIncidentResponse)service.Execute(closeIncidentRequest);
However, when an incident as cancelled, there is no resolution, so the closure of the incident happens directly within the Case entity, and there is no need for a closure. See the code below to notice the difference.
SetStateIncidentRequest request = new SetStateIncidentRequest() { IncidentState = new OptionSetValue(2), // Cancelled IncidentStatus = new OptionSetValue(6), // Cancelled EntityId = new EntityReference("incident", incidentId) }
*This post is locked for comments