Skip to main content

Notifications

Announcements

No record found.

News and Announcements icon
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Update Resolved/Closed...
Customer experience | Sales, Customer Insights,...
Answered

Update Resolved/Closed Incident Properties using OrganizationService (.NET)

(0) ShareShare
ReportReport
Posted on by Nanashi_ 5

Greetings everybody,

I am currently experiencing problems updating Resolved/Closed Incidents. We have some custom hidden Fields attached to them that we need to update from a separate .NET Backend, which is connected via the official Microsoft Powerplatform Dataverse Client (Essentially using the organization service)

Now when I try to update the incident, using either ServiceContext.SaveChanges or UpdateRequest it throws me the error that an incident can only be set to resolved with an CloseIncidentRequest .

It obviously is already Resolved though. Now when I used mentioned CloseIncidentRequest, I receive the following error: "Entity: Incident does not have valid status code". I assume thats because the incident is already in a closed state, so a status change to resolved doesn't make sense.

Now, how do I update the Incident without Reopening -> Updating -> Closing?

The following setting in the Customer Service Hub, for allowing Case Updates after resolution, is also properly set:

https://nishantrana.me/2021/04/20/case-update-after-resolution-settings-in-dynamics-365-customer-service-hub/

It would be amazing, if someone could help us out with this issue.

Thank you in advance.

  • Nanashi_ Profile Picture
    Nanashi_ 5 on at
    RE: Update Resolved/Closed Incident Properties using OrganizationService (.NET)
    [quote user="Bipin Kumar"]

    Hi,

    Have you tried service client.Update method to update the record instead of using UpdateRequest?

    [/quote]

    Hello Bipin,

    I just tested it and it sadly throws the same error:
    " 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."

  • Nanashi_ Profile Picture
    Nanashi_ 5 on at
    RE: Update Resolved/Closed Incident Properties using OrganizationService (.NET)

    Hello,

    thanks for your Reply. We managed to update the properties as you suggest by using Power Automate Flows.

    But that doesnt change the fact, that its realy counter intuitive that first party clients cannot achieve the same functionality.

  • Suggested answer
    Bipin D365 Profile Picture
    Bipin D365 28,961 Moderator on at
    RE: Update Resolved/Closed Incident Properties using OrganizationService (.NET)

    Hi,

    Have you tried service client.Update method to update the record instead of using UpdateRequest?

  • Verified answer
    Pradeep Rai Profile Picture
    Pradeep Rai 5,482 Super User 2025 Season 1 on at
    RE: Update Resolved/Closed Incident Properties using OrganizationService (.NET)

    Hi,

    Try using Power Automate for the same as described in below link:

    https://learn.microsoft.com/en-us/dynamics365/customer-service/update-resolved-canceled-cases

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Daivat Vartak – Community Spotlight

We are honored to recognize Daivat Vartak as our March 2025 Community…

Announcing Our 2025 Season 1 Super Users!

A new season of Super Users has arrived, and we are so grateful for the daily…

Kudos to the February Top 10 Community Stars!

Thanks for all your good work in the Community!

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 292,575 Super User 2025 Season 1

#2
Martin Dráb Profile Picture

Martin Dráb 231,493 Most Valuable Professional

#3
nmaenpaa Profile Picture

nmaenpaa 101,156

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans