Prevent case resolution if activities are in draft/open status

(0) Share

Report

Posted on by Community Member

Hi all,

I am aware that when resolving a case with open activities, the user gets a warning to say there are still open/draft e-mail activities on the case. They are given the option 'Confirm' and 'Cancel'. I want to prevent the user being able to click 'Confirm. In other words, I want to prevent case resolution if an open activity exists (and give the user no option but to close the activities).

Is there a way this can be done - especially without a plugin would be great.

Thanks

*This post is locked for comments

I have the same question (0)

All responses (4)

Answers (1)

Sort by

Suggested answer

Guido Preite 54,086 Moderator on at

Like (0)

Report
Copy link

Link copied!

"Is there a way this can be done - especially without a plugin would be great."

your only way is a plugin (or build your own case resolution form hiding the standard button)

Was this reply helpful? Yes No
Verified answer

MilindP 1,019 on at

Like (1)

Report
Copy link

Link copied!

Customize the Resolve button by using ribbon workbench and change the command to run below JavaScript the function as below

function btnResolve(){
if(CanResolve())
{
//calling the native function
Mscrm.CommandBarActions.resolve();
}

}

Create a CanResolve function which is checking the open the activities, i am using XrmServiceToolkit for rest calls

function CanResolve(){

var ArrActivities = new Array();
var CaseId = Xrm.Page.data.entity.getId();

XrmServiceToolkit.Rest.RetrieveMultiple(
"IncidentSet",
"? $select=incident_activity_parties/ActivityId,Incident_ActivityPointers/ActivityTypeCode,Incident_ActivityPointers/StateCode,Incident_ActivityPointers/StatusCode&$expand=incident_activity_parties,Incident_ActivityPointers&$filter=IncidentId eq guid' " + CaseId +"'",
function (results) {
for (var i = 0; i < results.length; i++) {
ArrActivities.push(results[i]);

}
},
function (error) {
alert(error.message);
},
function () {
//On Complete - Do Something
},
false
);

if (ArrActivities.length > 0) {
//Check if any activity with status Open
var ActivityItems = ArrActivities[0].Incident_ActivityPointers.results;

for (i = 0; i < ActivityItems.length; i++)

{
if (ActivityItems[i].StateCode.Value == 0) {
return false;

}
}
}
return true;

}

Was this reply helpful? Yes No
Suggested answer

Community Member on at

Like (0)

Report
Copy link

Link copied!

A way to do the resolution in a custom resolution Dialog and avoid JS is as follows.

Create a CaseID variable to get the Case

For some reason to pass the Case to itself you need to add the following Assign step

Add the following CRM Query Step

Click the "Modify Query Tab" so you can pass in the current CaseID

Then add a check that the result of the query is greater than 0 (here is the full Dialog)

There are many other posts that explain how to link up a Dialog using the Ribbon Workbench

Was this reply helpful? Yes No
venkatsr User Group Leader on at

Like (0)

Report
Copy link

Link copied!

1) Write an rules for enable /disable confirm.

2) javascript api call to get activities active for attached case, if >1 then return true. Disable Confirm button.

Was this reply helpful? Yes No