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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Community Member Microsoft Employee on at

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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:

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
Crampy_DD 15 on at

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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 :(
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Community Member Microsoft Employee on at

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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:

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)
Toheeb 20 on at

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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