Resolve Case Entity Form cannot be found?

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Posted on by Crampy_DD

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

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Toheeb 20 on at

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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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Community Member on at

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Hi Crampy_DD,

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

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

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:

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)

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Crampy_DD 15 on at

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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 :(

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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:

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

2.Add options to the Resolution Type of Case Resolution

Result:

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

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