Case Resolution Data

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Posted on by Steady

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Hi All,

I want to use the text that is placed in the 'Resolution' and 'Remarks' fields from the Case Resolution entity as part of a workflow when a case is closed. However, I can't seam to get to the related entity (Case Resolution) that holds that data. It does not show up as an entity that can run a workflow, or a related entity if you run the workflow against a case.

Does anyone have any ideas that could help me resolve this particular problem?

Thanks in advance.

Will

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a33ik 84,331 Most Valuable Professional on at

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Hello Will,

You can use my Workflow Toolkit for that purpose. It contains step that can return you that information - github.com/.../v1.2.0.0

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Aric Levin - MVP 30,190 Moderator on at

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You can create a relationship between Cases and Case Resolutions to retrieve data, but if you want to trap the event of the closure and get the data of the resolution, you would need to create a plugin that would run on the Close Message of the Case (incident) entity.

From the plugin code, you can get the incident resolution entity, and either get or set the values that you need.

To take a look at sample plugin code for this particular scenario, see the following blog article:
https://nishantrana.me/2015/04/02/plugin-when-a-case-incident-is-resolved-in-crm-2013/

I think that you can also use the Workflow toolkit that deals with those particular scenarios.

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Steady 115 on at

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Hi, I understand CRM at a customise level, but not code. What type of relationship would I create in the Case Entity? Logically, it would be a 1:1 relationship, but of course there's no such thing. Is it a N:N?

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Aric Levin - MVP 30,190 Moderator on at

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There is a 1:N relationship between case and case resolution. See below:

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ashlega 34,477 on at

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Long story short, you can't do it without code. Or you can get that toolkit Andrew suggested and use a custom workflow activity that's available there - he already did the heavylifting (code) for you.

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Mark Muskin 45 on at

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Hey Everyone,

I've been hitting my head on the wall, I've installed the mentioned plugin by Andrew (Thank you, I think ) but I can't seem to figure out how to put it into action and grab the resolutions from the cases so that they can be seen in the case entity and used in workflow emails.

Thanks in advance!

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Kokulan 18,054 on at

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Hi

You have to call the step called : IncidentGetResolution and after this step, you will be able to access the values of the resolution activity.

You have to pass the case to the step as shown below

After this step, you should be able to use the resolution text in any step, the example below uses in an email body

Hope this helps

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Mark Muskin 45 on at

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Thank Kokulan! That got me closer but now I'm getting the following exception:

The following errors were encountered while processing the workflow tree:

'DynamicActivity': The private implementation of activity '1: DynamicActivity' has the following validation error: Incorrect value specified for the 'ActivityType' property of the Interop activity 'CustomActivityStep16'. The value of this property must be a System.Type that inherits from System.Workflow.ComponentModel.Activity.

Unhandled exception:

Exception type: System.Activities.InvalidWorkflowException

Message: The following errors were encountered while processing the workflow tree:

'DynamicActivity': The private implementation of activity '1: DynamicActivity' has the following validation error: Incorrect value specified for the 'ActivityType' property of the Interop activity 'CustomActivityStep16'. The value of this property must be a System.Type that inherits from System.Workflow.ComponentModel.Activity.

at System.Activities.Hosting.WorkflowInstance.ValidateWorkflow(WorkflowInstanceExtensionManager extensionManager)

at System.Activities.Hosting.WorkflowInstance.RegisterExtensionManager(WorkflowInstanceExtensionManager extensionManager)

at System.Activities.WorkflowApplication.EnsureInitialized()

at System.Activities.WorkflowApplication.Enqueue(InstanceOperation operation, Boolean push)

at System.Activities.WorkflowApplication.InternalRun(TimeSpan timeout, Boolean isUserRun)

at System.Activities.WorkflowApplication.Run()

at Microsoft.Crm.Workflow.ActivityHost.StartWorkflowExecution(Activity workflow, ICommonWorkflowContext context)

at Microsoft.Crm.Workflow.ActivityHostBase.StartWorkflow(ICommonWorkflowContext context, Activity preLoadedActivity)

-- End stack trace --

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Kokulan 18,054 on at

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Could you share the screenshots of workflow steps where this is being called? if possible please share the screenshot of set properties screen.

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