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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Case reopens automatic...
Customer experience | Sales, Customer Insights,...
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Case reopens automatically when resolved for the 1st time

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Posted on by Yaqub Ahmad 220

Hi All,

We are experiencing a strange behavior of “out of the box Case resolution feature”, when we resolve a case, the CRM automatically reopens that case. After analysis, we found that when we first time Resolve the case, CRM creates the

Case Resolution Activity with Status = Canceled

When we resolve the case 2nd time, the CRM creates the

Case Resolution Activity with Status = Completed.

pastedimage1580736133548v1.png

Another observation is that when the CRM reopens the Case, its sets the “Service Stage = Identity”, although the Service Stage is already the same:

Screen-shot-_2300_-2.jpg

Any idea that what could be the cause of this issue?

  • Yaqub Ahmad Profile Picture
    Yaqub Ahmad 220 on at
    RE: Case reopens automatically when resolved for the 1st time

    Thanks for your response. It was because of human error / wrong logic, the issue has been resolved now. See my answer.

  • Suggested answer
    Yaqub Ahmad Profile Picture
    Yaqub Ahmad 220 on at
    RE: Case reopens automatically when resolved for the 1st time

    We deactivated all the custom features (workflows, business process flows and SLAs) and we observed that the issue is gone. So then we started enabling them one by one and we were able to find the cause of the issue. We noticed that the issue starts when we enable our SLAs and then we find out the particular SLA. We noticed that by mistake we have added "Update entity step" in our "SLA" and within that step we were "making the Case In progress after First response is made"! So when we were resolving the Case, the CRM was setting the "First response" to success which trigger the "SLA First response = Success" event and the because of our wrong "Update Case step", the SLA was setting Case status to In-progress. We removed that wrong step from the SLA and everything is working fine now.

  • Mohamed Sanuj Basheer Profile Picture
    Mohamed Sanuj Basheer 540 on at
    RE: Case reopens automatically when resolved for the 1st time

    Dear Partner,

    Can you please provide me below information

    Version of the Org: 

    Online / onprem: 

    Did this ever worked before: 

    Any recent change bought this issue:

    Regards,

    Mohamed Sanuj Basheer 

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