Create a case as resolved by default

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Posted on by E. Ramzi

Hi everyone,

I have been trying for like 2 days and went through many articles with no luck

We are trying to achieve the following:

Quick create a case and get it resolved in the same form. (Quick Create Case Form)

This is the current form the resolution field is custom not working for sure to get it resolved and closed.

This is the resolve form after cutting down unwanted fields.

to resolve any case, you have to go through step using 3 different screens

1. Create and fill,

2. then save,

3. then process flow bar

4. then resolve,

we are having a huge number of calls in our call center, and this is really consuming much time of our agent's time to close each case and causes incomplete data collection as they are really annoyed by the process flow.

and yes, it is very long

I am trying to merge all steps in one form,

so far had no luck.

any suggestions.

thank you

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Leah Ju Microsoft Employee on at

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RE: Create a case as resolved by default

Hi Partner,

You can use workflow to resolve case automatically:

1.Add one custom field to the case form.

--Use to flag cases that you want to resolve automatically.

2.Create one workflow on case entity.

--Add condition to check the custom field.

--Add 'Change Status' action, change status to 'Problem solved'

Save and active the workflow.

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E. Ramzi 5 on at

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RE: Create a case as resolved by default

Thank you so much for this clear answer,

It really helped me approach the requirements.

the only downside is that the custom field I added didn't show up, but I used the field (Is it escalated) and created a condition for non-escalated cases to be resolved.

Which is the required, but the closed cases keep showing this time count in process flow, (Identify - research is there a way to close this).

Wish you a lovely day.

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Leah Ju Microsoft Employee on at

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RE: Create a case as resolved by default

Hi Partner,

The 'Phone to Case Process' is one BPF, and is one entity, it has N:1 relationship with case entity.

So you can create another workflow to update it's stage and status:

--Trigger:

--Condition

--Update BPF

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