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Resolve Case Entity Form cannot be found?

Posted on by 15

Hi Everyone

Basically, Im trying to find my resolve case entity. 

Ive looked under entitys, case resolution, i found 4 forms but none of them look like the one that is being used when we resolve cases. 

When ive inspected the source code for the resolve case form, I can see the section id etc, is there a way i can search for it from that

Or is it a possiblity to change the Resolve Case button to use a different entity 

pastedimage1647509579202v1.png

  • Suggested answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Resolve Case Entity Form cannot be found?

    Hi Crampy_DD,

    If you want to add or remove options from the resolution type field, you can do following steps:

    1.Add options to the Status Reason of Case:

    Image

    Note down the value listed in the Value field: 881,990,000

    2.Add options to the Resolution Type of Case Resolution

    Image

    Result:

    Image

    You can refer the following document for more details:

    https://docs.microsoft.com/en-us/dynamics365/customer-service/modify-case-resolution-dialog?tabs=customerserviceadmincenter#add-custom-values-to-the-case-resolution-dialog 

  • Crampy_DD Profile Picture
    Crampy_DD 15 on at
    RE: Resolve Case Entity Form cannot be found?

    Hi Leah

    Thank you for this :) it answered 90% of my answer :P just need to try and find where the resolution types selections are coming from as it still not appearing in the form :(

  • Verified answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Resolve Case Entity Form cannot be found?

    Hi Crampy_DD,

    When you click Resolve Case button, one case resolution dialog will appear in the form:

    pastedimage1647570290036v1.png 

    By default, the dialog show 'Information' main form of case resolution:

    pastedimage1647570645996v2.png

    pastedimage1647570890526v3.png

    But if you add or remove fields on the 'Information' form, dialog can't be changed, you also need do the following condigurations:

    Go to Customer Service Hub>>Service Management>>Service Configuration Settings to select 'Customizable Dialog' option:

    pastedimage1647571134717v4.png

    Also, you can select 'Quick Create dialog' option to show Case Resolution Quick Create Form.

    Ability to customize Case Resolution Form now available with 2020 Release Wave 1 | Microsoft Dynamics 365 CRM Tips and Tricks (inogic.com)

  • Toheeb Profile Picture
    Toheeb 20 on at
    RE: Resolve Case Entity Form cannot be found?

    Hello

    After clicking on the resolve case button.

    Go to Sitemap and select cases, from your view selector, select resolve cases. You will see all your resolved cases there

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