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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Update case prior to S...
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Update case prior to Status change to resolved

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Posted on by Nettsales 112

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!

  • Nettsales Profile Picture
    Nettsales 112 on at
    RE: Update case prior to Status change to resolved

    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

  • Nettsales Profile Picture
    Nettsales 112 on at
    RE: Update case prior to Status change to resolved

    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!

  • Verified answer
    Bipin D365 Profile Picture
    Bipin D365 28,964 Super User 2024 Season 1 on at
    RE: Update case prior to Status change to resolved

    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 ?

  • Suggested answer
    Bassey Profile Picture
    Bassey 9 on at
    RE: Update case prior to Status change to resolved

    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.

    pastedimage1655817771138v1.png

  • Nettsales Profile Picture
    Nettsales 112 on at
    RE: Update case prior to Status change to resolved

    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:

    2022_2D00_06_2D00_21-13_5F00_52_5F00_50_2D00_Process_5F00_-Update-resolved-case-with-resolved-date-_2D00_-Microsoft-Dynamics-365.png

    But the workflow does not update the Date Resolved field.

  • Suggested answer
    Bipin D365 Profile Picture
    Bipin D365 28,964 Super User 2024 Season 1 on at
    RE: Update case prior to Status change to resolved

    Hi,

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

    xrmdynamicscrm.wordpress.com/.../

  • Suggested answer
    Amit Katariya007 Profile Picture
    Amit Katariya007 8,525 Super User 2024 Season 1 on at
    RE: Update case prior to Status change to resolved

    Hello Nettsales ,

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

    Thank you,

    Amit Katariya

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