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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Update Resolved/Closed...
Customer experience | Sales, Customer Insights,...
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Update Resolved/Closed Incident Properties using OrganizationService (.NET)

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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 28,964 Super User 2024 Season 1 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 5,490 Super User 2024 Season 2 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

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