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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Case Resolution using ...
Microsoft Dynamics CRM (Archived)

Case Resolution using Microsoft flow

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Posted on by Preeti Sharma 2,678

Hi Experts,

I need to achieve resolve case process using Microsoft flow. For this I am updating Case status and Creating record in Case Resoltuion entity using flow. But Flow fails giving following message:

"This message can not be used to set the state of incident to Resolved. In order to set state of incident to Resolved, use the CloseIncidentRequest message instead."

Need some ideas about how I can achieve this.  

Thanks in advance:)

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I have the same question (0)
  • Verified answer
    Rawish Kumar Profile Picture
    Rawish Kumar 13,758 on at

    Hi Preeti,

    There seems to be an issue there. if you really need to close the incident, update some other field on the case using flow & then use that field to trigger your workflow ( inside dynamics crm to close the case).

    This is the workflow used by some people. I will try to get to the bottom of this and get back here.

  • Verified answer
    Kokulan Profile Picture
    Kokulan 18,054 on at

    Hi

    You cannot resolve case by updating the status field as suggested by Rawish.

    Create an On-Demand workflow or even custom action in CRM that resolves the case and call this from Flow

    Please follow the link below to see how you can call a CRM Workflow from Flow

    community.dynamics.com/.../executing-dynamics-365-workflows-from-microsoft-flow

    Using similar approach you should be able to call custom action as well

  • Preeti Sharma Profile Picture
    Preeti Sharma 2,678 on at

    Hi Rawish and Kokulan,

    Thanks for the help:)

    As we don't have other option to resolve case from Microsoft flow..I did it using custom workflow from CRM and getting it triggered from Microsoft Flow.

  • Suggested answer
    Community Member Profile Picture
    Community Member on at

    My Suggestion would be to use the CDS Action - Call Bound Action in your Power Automate.

    Create an action for Case, that will update the status (close the case).

    Call that action from your Call Bound Action. 

    Your case can now be closed.

    You can also apply logic and receive parameters in an action. Also a lot cleaner then adding a helper property and workflow.

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