Update case prior to Status change to resolved

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Posted on by Nettsales

For various reasons we need to use a synchronous workflow to update the date a case is resolved at the point it is marked as resolved.

We have created the workflow to fire on status changing to resolved and writing the current date to a "resolved on date" field in the case.

But the workflow is not populating the field on resolution regardless of whether we set the workflow to fire before or after the status changes.

I wonder if this is because the filter I am applying says "If status equals [Resolved]" and the status does not equal resolved BEFORE the status changes. And AFTER the status changes the record is read only?

Any help would be appreciated to solve what should be a simple task!

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Amit Katariya007 10,409 Moderator on at

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Hello Nettsales ,

Can you elaborate the requirement with the screenshots with some more description.

Thank you,

Amit Katariya

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Bipin D365 28,985 Moderator on at

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Hi,

You can check my blog for the plugin code to capture case resolution date.

xrmdynamicscrm.wordpress.com/.../

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Nettsales 20 on at

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It should be pretty simple:

1) Case gets resolved and is closed as resolved.

2) Set a synchnoous workflow to run BEFORE status is set to Resolved and Case is closed

3) Workflow updates a "Date Resolved" field with current date

The workflow I have created is this:

But the workflow does not update the Date Resolved field.

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Bassey 9 on at

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Hi Nettsales

Could you confirm if the Status field is on the form?

On the header of the case form, the status reason field is the field on the header not the status field.

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Bipin D365 28,985 Moderator on at

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Hi,

Can you please check the Process session to see if the condition is satisfied and workflow is triggered?

Can you not try writting plugins which I suggested above ?

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Nettsales 20 on at

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I managed to get the workflow to trigger by running it on create of the incidentresolution record to update back to a field on the case table. So now this is working thanks.

I didn't go down the plugin route because we are seeking to avoid using plugins and code wherever possible on this system.

But thanks for your help!

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Nettsales 20 on at

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Hi Bassey,

The Status field and the Status Reason field were both on the form. What I found was that I could trigger a workflow from the creation of the incidentresolution record to update the field in the Case table and this seems to be working well now.

Thanks,

Simon

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