Is it possible to use Incident resolution entity in my custom web resource for resolving cases

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Posted on by MikeC282

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Hi all.

So quick question. I know the standard out of the box method for resolving cases is the pop out of the modal incident resolution entity from which you select status, billable hours, remarks etc. But is there a way to call the modal but use it in my own custom javascript web resource? Like mimic the whole out of the box case resolution method but using my own javascript function as opposed to the out of the box one? I need this cause I want o do a

The reason being is I want to do some additional case update functions before resolving the case.

So it'll go like this:

Replace the resolve button on cases with my custom one. I still want to call the case resolution modal but when they resolve the case it performs a call back function which then updates a field on cases.

Mike

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Community Member on at

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RE: Is it possible to use Incident resolution entity in my custom web resource for resolving cases

Hi MikeC282,

Yes, it is possible. You could create a JS web resource and call the Resolve Case Button's OOB function in the successful callback function of updating case. And you could found this function at here:

Below is my test:

JS web resource:

function customResolveCase(){ console.log("Hello World"); //update code CrmService.IncidentRibbon.CommandBarActions.resolve(); }

Add a Custom Button on Case entity and use that JS web resource as command:

Result:

Reference:

How to override out of the box button’s behavior in ms crm – Dynamics 365 CE/Power Platform, PowerApps, Power Automate, Azure by Vishal Grade
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Bipin D365 28,981 Moderator on at

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RE: Is it possible to use Incident resolution entity in my custom web resource for resolving cases

HI,

You can easily perform additonal case update before resolving the case by registering the plugin on Incident Resolution entity Pre-operation create stage.

You don't need to replace OOB button also.,

Please mark my answer verified if this is helpful!

Regards,

Bipin Kumar

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