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Is it possible to populate the Resolution field in the Resolve Case dialog with some value?
Ideally we would like to remove the field or make it optional, but according to other posts here it is not possible. Is there another solution such as adding a default value or populate the field automatically with a value from another field in the case?
Unfortunately, there is not a way to do that right now. Wave 2 changes was supposed to have this form customizable then Microsoft withdrew that feature. I'm hoping they will put it back in wave 1 of 2020 release. At my current place, the business didn't like that dialog at all and we had to add some fields on the case and when the status changes to Closed, we resolve it using a workflow. This of course meant hiding the Resolve Case button from the command bar.
Agree with Omar, if you can wait, you should wait for the next relaese wave and hope that we get the ability to customize this form. Alternativly, you can remove the resolve case button and implement this with a custom button.
Refer this: kishoredhanekula.com/.../
Hope this helps.
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