Resolve Case using custom dialog

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Posted on by dserra

Hello,

Recently I created a dialog that allows me to change information of the a case, but I can't find a way to resolve the case due to missing fields. I don't know which fields are necesary in order to close a case in case entity. Can anyone especify which fields do I need to fill in the case entity form in order to close a case?

Thank you.

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Customization / Solutions / SDK and API

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dserra 5 on at

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RE: Resolve Case using custom dialog

I am developing a custom dialog where the user introduces the status (because problem solved is not the only posible case) and a resolution text. How do I change the status to the option the user selected?
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LuHao 40,872 on at

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RE: Resolve Case using custom dialog

Hi partner,

I don't understand your needs, could you elaborate on it?

You should set the workflow to an on-demand workflow, select Scope as Organization, so that users only need to select cases to be resolved in the case view, then click Run Workflow to batch resolve the case.
dserra 5 on at

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RE: Resolve Case using custom dialog

Nice info! The only problem I have with that solution is that changing the satatus to problem solved must be an option the user has to select (because I have a lot of them) in order to resolve the case. Any ideas?

Thanks a lot!
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LuHao 40,872 on at

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RE: Resolve Case using custom dialog

Hi partner,

If you want to use a workflow to resolve a case, the steps you can use are Change Status or Perform Action, not Update Record.

1. Change Status

2. Perform Action
dserra 5 on at

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RE: Resolve Case using custom dialog

Thank you! I have an issue resolving a case updating the status to resolved with a workflow, I thought it was because I can't fill those records because they are in the resolution case entity. Any suggestion to solve the issue?

Thank you in advance.
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Dharanidharan 390 User Group Leader on at

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RE: Resolve Case using custom dialog

You can hide the OOB button & add your own custom button to have custom experience.

This is already discussed here: community.dynamics.com/.../240364

community.dynamics.com/.../237170

or else you can hide the OOB button and create a new field with Two options(Yes/No) and name it as Resolve case. if the value is yes through the OOB workflow change the record status to Resolved.
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LuHao 40,872 on at

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RE: Resolve Case using custom dialog

Hi partner,

When you Resolve Case, this requires Resolution Type, Resolution, Total Time, Billable Time and Remarks, which come from the Case Resolution entity.

But they are stored in the different entity and included as Activity entity which is considered as Child record to the Case.

Please refer to the following posts:

[View:~/365/customerservice/f/dynamics-365-for-customer-service-forum/294018/how-to-design-a-custom-resolve-case-dialog-box:320:50]

[View:~/crm/f/microsoft-dynamics-crm-forum/240364/resolve-case-dialog:320:50]

[View:http://missdynamicscrm.blogspot.com/2015/02/capturing-and-storing-case-resolution-case-entity-CRM.html:320:50]