Related cases - show Active as well as Resolved cases

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Posted on by tcraddock

Hi. We are wanting to use the Related Cases functionality in CRM 2013 on the cases entity. However, we want to be able to link a case to an active case and out of the box, it only will show you resolved cases. Anyone know how to change this? Thanks in advance!

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Hosk on at

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Hello

When you say related cases where is this on the default case form or is this something you have added

I can see

recent cases

similar cases

I'm guessing you probably need to change the view filter criteria to include active cases as well as resolved

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tcraddock 95 on at

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Thanks - it is a subgrid on the case form (out of the box) where you can link a case to another case (for example, if you have 10 different customers report the same issue, you can link them all together). But, the search here filters by resolved cases, and I can't find where to un filter this subgrid.

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Community Member on at

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Hi tcraddock,

I assume you are talking about the Find Similar Cases pop-up? As far as I have been able to find out, this form or the query-filter behind it cannot be modified. I have similar requests from our users to be able to connect active cases.

Where you able to find a way?

It is implemented using Connections, but the way it searches for them seems to be hardcoded, in no way customizeable - at least that's what I've found after searching for a way.

I even today installed CRM 2015 to see if there are any changes, it does not appear so.

Ben do you have any input? :)

I am down to doing this using connections but the out-of-the box way to create connections is really a hassle so I may have to resort to some JScript :(

Br

Nicolai

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PS 23,577 on at

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Hi There,

First thing, is that it is hard coded by Micrososft. Second thing is resolution is always given after when case is resolved and it is in a third entity called-case reolution where under remarks-whatever you write is shown on similar cases flyout.

So the conclusion is no, you cannot do it for active cases

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