Microsoft Dynamics CRM (Archived)

case should be Resolved after status is closed

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Posted on by sandeepc

5,514

hi,

as of now: once the

1)status is closed

2)we save it

3)then the case is resolved

4)then we need to save it again.

but we need

1)when the status is closed

2)case should be resolved

is this possible? hope everyone understands the question ,as i explained clearly

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Yadnyesh Kuvalekar 4,102 on at

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How are you resolving cases currently? If you use OOB resolve button from the ribbon, then you should be able to resolve cases without need to save the record twice.

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sandeepc 5,514 on at

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yes, i am using resolve case through ribbon button

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PS 23,577 on at

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OOB once a case is resolved, it becomes read-only and you cant save it. 'Resolved' in itself is a status of case until.

Case status= Active or canceled or resolved

when you say closed, what are you talking about? I guess you need to elaborate on your question.

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sandeepc 5,514 on at

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ok once case is created and status i will add closed

1)[status=closed]

2)now i will save

3) i should click resolved..

can i skip the 2nd step save,, is it possible afte 1st step status closed automaticaly it should case resolved.. is that possible using javascript?or any other way

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PS 23,577 on at

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Create a workflow>>check condition>>if status = closed>>change status to/= resolved

Trigger workflow on your field/status change (having option set value closed)

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sandeepc 5,514 on at

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i need to add value here we have status is active /cancelled i need closed is it possible to add?

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PS 23,577 on at

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You cant change status field. Although you can change 'Status Reason' field.

Under status 'active', rename any status reason to closed and based on this create a workflow: Go to settings>>Process>>New Process>> On Change of field (Status Reason)>>Check condition (if status reason=closed)>>change status of case = resolved

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PS 23,577 on at

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Share your workflow's screenshot, if still not able to figure it out

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sandeepc 5,514 on at

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PS 23,577 on at

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In the above workflow, make following changes:

Set Scope to organization

Uncheck 'record is created'

Check 'record fields change' (select fields status reason)

Now activate your workflow

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