Adding case resolution types won't update within Dynamics

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Posted on by CalebG

I added a new resolution type of "Refunded" and also a row for refunded amount to the Information form for case resolution. However, I've published it multiple times and nothing is updating within Dynamics. I have made changes in other areas recently and never had any issues so if anyone knows what it going on that would be great. Thanks!

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Leah Ju Microsoft Employee on at

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RE: Adding case resolution types won't update within Dynamics

Hi CalebG,

Have you update the Case entity to add a new Resolved status type and assigned a Duplicate custom value to it?

https://learn.microsoft.com/en-us/dynamics365/customer-service/modify-case-resolution-dialog?tabs=customerserviceadmincenter

If you are using power apps page to publish all, but not work, you can try to open classic page to test again.

And vice versa.

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CalebG 54 on at

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RE: Adding case resolution types won't update within Dynamics

Hi Leah,

I have the "Refunded" field added to the Case entity and Case resolution and nothing is showing up. They both have the same value so I'm not sure what the issue is. I'll include some screenshots below. Thanks!

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Leah Ju Microsoft Employee on at

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RE: Adding case resolution types won't update within Dynamics

Hi CalebG,

Based on your screenshot, you added the new type to the wrong status..

In the?Status?dropdown list in the?Type?section, select a status.

--For our example, let's select ?Resolved and then select?Add. The?Add List Value?dialog is displayed.

Then add option with same value in resolution type:

Publish all customizations.

Test:

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CalebG 54 on at

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RE: Adding case resolution types won't update within Dynamics

Hi Leah,

I'm not sure how I totally looked past that, it works perfectly now thank you so much. I do have one more question though. I am trying to add refund amount as one of the rows in case resolution and I can see the row on the form, but when I go to Dynamics it doesn't have it. Do you know what might be happening here?

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Leah Ju Microsoft Employee on at

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RE: Adding case resolution types won't update within Dynamics

Hi CalebG,

For your new question, i have answered in your another thread:

Adding a resolution type and row for refund amount to case resolution but changes aren't showing up - Dynamics 365 Customer Service Forum Community Forum

You need change Resolve case dialog to 'Customizable dialog' and save it.

--OOB 'standard dialog' can't reflect changed fields.

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