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Approval Cycle after a case is Resolved

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Posted on by ElieAJ

I have a scenario:

1) Agent click on 'Resolve case' and input resolution and billable time

2) After step (1), we need to create a flow (Start/wait approval) to notify his manager

3) Manager review the case (Resolution) & Billable Time,

4) If Approve , then an email is sent to the customer

5) If rejected, then the case should be re-open for the agent to resolve again

Any suggestion?

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a33ik 84,331 Most Valuable Professional on at

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Hello,

I believe you will have to do following:

1. Hide standard resolve case button.

2. Add custom "Case Resolution Template" entity that is related to "Case" that will contain all attributes you want to track as a part of case closure.

3. Add custom button to "Case" and call it "Start Case Close Approval".

4. It will do following - create "Case Resolution Template" regarding your case using Quick Create form (don't forget to enable Quick Create for that entity).

5. On create "Case Resolution Template" you can kick off either workflow or Flow that will run approval process.

6. On approval from manager your workflow or flow will resolve case with details provided in "Case Resolution Template".

Good luck.

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ElieAJ 40 on at

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It is resolved through the standard functionality.

However, how can i show the Resolution Details, Billed time, etc... on the email??

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AlexMcL 8 on at

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Hi

My take on your process is that the steps should be within your custom Case business process flow (BPF) with an additional step for the review:

In your pocess, it is the manager who is actually resolving the case, so the agent should not have the abitlity to resolve the case. There isn't an OOB security role for this, but there are examples such as https://community.dynamics.com/365/customerservice/f/dynamics-365-for-customer-service-forum/366253/remove-case-resolution-permissions-for-security-role

So, #1, should be for the agent to put in draft values for resolution and billable time

#2 is to then assign to the manager, with a workflow to notify the manager of the case assignment

Review is the final stage of your BPF, where the manager resolves the case, or assigns it back to the agent, setting the BFP back to the Investigate stage

Hope this helps.

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ElieAJ 40 on at

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HI Alex,

My question remains how can i display (draft values for resolution and billable time) in the email for the manager to review (Start/wait) approval using flow?

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AlexMcL 8 on at

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Hi

I would add the draft resolution and draft billable time to the Case entity.

It would then be straightforward to:

add an email template for the Case with these value in

create a workflow along the lines of:

This is an example where a workflow is still a lot easier to do than a Power Automate Flow, although I'd expect there would be a way of doing it.

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ElieAJ 40 on at

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Thanks alex for your quick response.

I just sent a part of the flow it is way more complex due to the requirement i have.

Actually i was able to do it through flow but got stuck in two things ;

1- I need to show Case resolution and Billable time on the Start/Wait email approval for manager's review.

2- I need to change the Case Stage from "Agent" to "Sent to Manager" though i know that once a case is resolved we cannot modify the fields inside it.

I'm almost 90% on the solution, not sure though if above points are feasible

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