Error when closing case - this case has already been resolved.

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We have an issue that is occurring when we close some Cases. The Case, although it is active, gives an error "This case has already been resolved. Close and reopen the case record to see the updates." when we try to resolve it. After the error, the Case is successfully closed. We close about 100 cases per day and this occurs on a small percentage of them.

I cannot reproduce the error on demand in production. However, I can reproduce the error in a backup of our production environment. For example, if the error occurred on a Case in production, then I can reproduce the error on the same Case in a test environment containing a backup database of our production. When I reproduce the error in test, I am the only user in the environment and all workflows are turned off.

This seems to have started several weeks ago when we applied the CRM 2013 SP1 Product Updates. We are on-premise. Has anyone else encountered this issue?

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matthew.mickas 505 on at

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RE: Error when closing case - this case has already been resolved.

Do you have any customization, such as javascript code that is happening on the closing of a case? I have seen in the past some race conditions of data being updated after the case close logic.

If there isn't any customization I would contact microsoft about the issue. I have seen a couple others having this problem. Here's a link to one of them, though I don't think it was resolved.

community.dynamics.com/.../142046.aspx

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meenoo 7,316 on at

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RE: Error when closing case - this case has already been resolved.

Hi,

Probably you could go into Audit history and look for the changes that happened before a case got closed. You could get some more hints so that you can troubleshoot in a different way.

We had same issues after CRM 2013 SP1 On-Premise, but our issue got resolved looking into one of the JS web resources and correcting them. Our environment is a lot more customized so we were able to handle it according to our requirement.

Sorry I am not of much help but let us know about the issue if you find one.

Thanks

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Community Member on at

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RE: Error when closing case - this case has already been resolved.

Thanks for the feedback. We do have one OnSave javascript. A soon as I have another example to test, I will try to reproduce it without the javascript turned off.

Unfortunately, the audit trail does not offer any insight. It contains the single entry of when I close the Case. It does not indicate that the Case was already resolved.

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Magor Kovacs 1,835 on at

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RE: Error when closing case - this case has already been resolved.

Hello Erica,

I would recommend the following troubleshooting approach:

- Make sure all workflows are disabled

- Check the Jscripts running on the entity and disable them

- Unregister all relevant plugins

- Check if the issue reproduces

If yes, look in the Audit history and check the log of changes happened there. That should give us an indication on what happened. Also, if the issue can be reproduced in a test environment, I would also recommend a server side tracing (Verbose level) of the issue and copy-pasting the results here.

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Community Member on at

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RE: Error when closing case - this case has already been resolved.

Thank you for the advice. I think it is related to a javascript. There aren't any details in the audit trail, but when I remove the javascript in test I do not receive the error.

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Seamus 1,577 on at

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RE: Error when closing case - this case has already been resolved.

Hi Erica,

I have exactly the same configuration and error. Did you ever find what part of the script was causing the problem? I have 3 onload functions which are necessary and I dont want to have to remove them. I also cant understand, if it is the script's fault - why it does not error consistently? ps sometimes I will also get the unhelpful error -2147204784 ("generic SQL error). Thanks.

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Seamus 1,577 on at

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RE: Error when closing case - this case has already been resolved.

Erica, I have just realised I have an onsave function so I have changed that to run only if the Case status is active. It sounds plausible, so will hopefully make a difference - thanks.

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Community Member on at

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RE: Error when closing case - this case has already been resolved.

Hi Seamus,

I tried that as well (adding the clause to only run if the Case was active), but it did not work. I still received the error sporadically. My only thought was that it was a timing issue. By that I mean that sometimes the timing was just right that the javascript ran after the case was closed or even that the case closed during the javascript (after the check to ensure the case was active but before the case update). I see this sometimes with workflows too.

In the end, I removed the javascript completely and we make do without it. Hopefully you will have better luck.

Erica

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Seamus 1,577 on at

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RE: Error when closing case - this case has already been resolved.

Hi Erica, thanks for the update! I knew it might be too good to be true, especially since the issue was sporadic. Just had a thought that maybe I could do something similar with Business Rules? Will give it a try maybe.

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PS 23,577 on at

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RE: Error when closing case - this case has already been resolved.

Can you please check on the following on case entity:

-Business Rules to change case status

-Javascripts to change case status

-Plugin to change case status

-Workflows to change case status

if you have any of them, disable them & then try working on case again

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