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If you create an advanced find and you use the case resolution entity, can you add fields from this entity as columns?
You can see the area I am referring to below, there is no case resolution area here. So what I would like to try and clarify is:
Is this functionality available?
Is there a workaround for this?
Do we know why the entity and it's fields can be used in the advanced find but not added as a column?
Are there other examples of this with other entities?
Is it because it is an entity activity?
Is this a limitation in the software?
Thank you for any advice! :)
The Case Resolution entity is a child of the Case entity, which means you can't drive a Case view.
However, you could do the reverse, put Case fields into a Case Resolution view.
Wayne - Even if I wanted to do the reverse, you cannot select case resolution first so you cannot add case resolution fields as columns with any workaround as far as I can see. Unless you can provide the steps to do this?
Case can be related to Many Case resolution records ( 1:N Relationship) , that's the reason you can't add case resolution entity fields as column in case Entity view. You could create case resolution record view where you can choose all case record fields in the view . Also add activity status not equal to Cancelled in the advanced find to avoid duplicate case records in the view. Whenever user reopens the case existing case resolution record will be cancelled and new case resolution will be created when user closes the case.
Go to Advanced Find, and start with Case Resolution as your source entity. Then you can work with views to add your Case information on it. After that, you can update your navigation sitemap to add Case Resolution as a location users can navigate directly to. Sure, that means going to two places for different information, but it would solve your problem.
Hi Wayne - You cannot start with Case Resolution on an advanced find unfortunately.
We have a found another workaround to use which means the data is available just not within a view:
Create a new report with the report wizard, in here you can select case and then as the related entity - case resolution.
Build the report and the case resolution fields can be added as column headers and you can use the report in CRM or export it as an Excel file. Not quite what we were after but gets around the limitation.
Thanks for the help.
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