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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Hide fields in Case Re...
Service | Customer Service, Contact Center, Fie...
Answered

Hide fields in Case Resolution form

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Posted on by Jolas365 235

Hello CRM 365 experts,

When the Resolve Case is click, the Dialpg appears and display the form below:

Resolution.JPG

The fields: Total time, Billable Time and Remarks are to be hidden as per requirement.

I tried hiding these fields in Powerapps and legacy editor. But when a Case record is created and the Resolve Case button is clicked, those fields still appear on the form that is displayed.

How do I permanently remove/hide these fields?

Regards,

Jolas365

I have the same question (0)
  • Suggested answer
    a33ik Profile Picture
    a33ik 84,331 Most Valuable Professional on at

    Hello,

    Did you check this - docs.microsoft.com/.../customer-service-hub-user-guide-modify-case-resolution-dialog

  • Verified answer
    Community Member Profile Picture
    Community Member on at

    Hi Jolas365,

    As Andrew suggested, you need enable Customizable dialog for the Resolve case dialog firstly, then you can hide fields you want through removing them from the form.

    pastedimage1623725520854v1.png

    Then Go to the form of the case resolution, remove fields you don't need, save and publish it.

    Important: The total time field is locked by default, you need unlock it before removing it.

    pastedimage1623726027962v3.png

    pastedimage1623726208195v5.png

    Test.

    pastedimage1623725958642v2.png

    Regards,

    Leah Ju

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

  • Verified answer
    Community Member Profile Picture
    Community Member on at

    Hi Partner,

    Has the problem been solved? Any updates?

    Please click Yes under "Did this answer your question?" to close this thread.

     pastedimage1624000408282v1.png

    Thanks. 

    Regards,

    Leah Ju

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

  • Jolas365 Profile Picture
    Jolas365 235 on at

    Hello Partner,

    Thank you very much!

    I just have a follow up question though. The Service Configuration and Service Management items were removed in the Case form, along with other items (1st image in your message). This is part of the requirement. Is there a way to enable it temporarily so that the customizable dialog can be turned on and used?

    Thanks again!

    Regards,

    Jolas365

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