Incident with ID Does Not Exist Error

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Posted on by Rahul-Waghmare

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Hi All,

We have plugin register on Case entity with post operation, wherein we have condition that while saving the case record close the case automatically, below is the code snippet;

We are upgrading our CRM from CRM 2011 to CRM 2016. The same line of code got executed in CRM 2011, CRM 2013 and CRM 2015, but its throwing ID does not exist error in CRM 2016. Could you please help me here.

Entity caseResolution = new Entity();
caseResolution.LogicalName = "incidentresolution";
caseResolution.Id = Guid.Empty;
caseResolution["incidentid"] = new EntityReference() { Id = incidentId, LogicalName = "incident" };
caseResolution["subject"] = title;

caseResolution["actualend"] = DateTime.UtcNow;

OrganizationRequest request = new OrganizationRequest() { RequestName = "CloseIncident" };
request["IncidentResolution"] = caseResolution;

request["Status"] = new OptionSetValue() { Value = 950000015 }; //950000015=Submitted

service.Execute(request);

Regards,

Rahul

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Arpit Shrivastava 7,518 User Group Leader on at

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Hi Rahul,

Is there any other Sync Plugin/Workflow running on Case Resolution? or any other action you are performing as soon as case get resolved. Like, send email/SMS?

Also, try using below syntax in order to close the case:

IncidentResolution resolution = new IncidentResolution
{
Subject = "Resolved Sample Incident",
IncidentId = new EntityReference(Incident.EntityLogicalName, _incidentId)
};

// Close the incident with the resolution.
CloseIncidentRequest request = new CloseIncidentRequest
{
IncidentResolution = incidentResolution,
Status = new OptionSetValue((int)incident_statuscode.ProblemSolved)
};

CloseIncidentResponse closeResponse = (CloseIncidentResponse)service.Execute(closeIncidentRequest);

-Arpit

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Rahul-Waghmare 990 on at

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Hi Arpit,

Thanks for reply, yes we do have send email functionality before case get resolved.

I got this code snippet which you suggested, but my question here is, the same code runs on CRM 2011, CRM 2013 and CRM 2015, then what is the issue with CRM 2016.

Regards,

Rahul

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gdas 50,091 Moderator on at

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Hi Rahul,

Seems the issue is here in below line .Since the sdk dll you are referencing in plugin is old version.

IncidentId = new EntityReference(Incident.EntityLogicalName, _incidentId)

Try to update sdk dll 8.1 version probably you can not build your plugin you will get error with additional parameters _incidentId here in above line.

Try to fix this issue . Hopefully it will work.

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Arpit Shrivastava 7,518 User Group Leader on at

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Hi Rahul,

The only thought coming in my mind regarding version change is the way to close the incident using plugin/c#. Probably Microsoft has changed something in DLLs.

So better to give a try with the code that I had shared with you earlier so that we can atleast get the direction to find the root cause and investigate it further.

Hope it works.

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