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Hi all,
I'm needing some help with this custom ribbon button that I've added to resolve cases without the pop out dialogue appearing. Everything is working fine until I got a new requirement to prevent cases from resolving in the form area if the case is still assigned to the default service account user. The validation to check if the case owner equals service account is easy and I managed to use the openAlertDialog (https://docs.microsoft.com/en-us/powerapps/developer/model-driven-apps/clientapi/reference/xrm-navigation/openalertdialog) to notify them that they need to assign the case to themselves first.
I then had another idea for when they click the yes button to automatically assign the case to themselves and then resolve it in one go but after adding that logic into the code when I press the resolve ribbon button nothing happens if the case is assigned to the default service account user.
Here's the code snippet below.
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Report//function to close cases
function closeIncident(subject, caseId, billableHours, resolutionDescription, resolutionCode, formContext) {
return new Promise((resolve, reject) => {
// Incident Resolution properties
var incidentresolution = {
"subject": subject,
"incidentid@odata.bind": "/incidents(" caseId ")", //Id of incident
"timespent": billableHours, //This is billable time in minutes
"description": resolutionDescription
};
var parameters = {
"IncidentResolution": incidentresolution,
"Status": resolutionCode
};
var context;
if (typeof GetGlobalContext === "function") {
context = GetGlobalContext();
} else {
context = Xrm.Page.context;
}
var req = new XMLHttpRequest();
req.open("POST", context.getClientUrl() "/api/data/v9.1/CloseIncident", true);
req.setRequestHeader("OData-MaxVersion", "4.0");
req.setRequestHeader("OData-Version", "4.0");
req.setRequestHeader("Accept", "application/json");
req.setRequestHeader("Content-Type", "application/json; charset=utf-8");
req.onreadystatechange = function () {
if (this.readyState === 4) {
req.onreadystatechange = null;
if (this.status === 204) {
//Success
// Reload and save the form so that it displays the case as resolved
formContext.data.refresh(true).then(resolve('Done'));
} else {
Xrm.Utility.alertDialog(this.statusText);
reject('Failed')
}
}
};
req.send(JSON.stringify(parameters));
});
}
// Resolve case without dialogue box
async function quickResolveTrigger(PrimaryItemIds, PrimaryControl) {
//Grab the record ID
var caseId = PrimaryItemIds[0].slice(1, -1);
//Store the incident resolution fields required to resolve a case in variables
var subject = 'Resolved'
var billableHours = 60;
var resolutionDescription = 'Resolved';
var resolutionCode = 5;
//Create the formContext variable
var formContext = PrimaryControl;
var formItem = formContext.ui.formSelector.getCurrentItem();
var formLabel = formItem.getLabel();
var ownerId = formContext.getAttribute('ownerid').getValue()[0].id.slice(1, -1);
if (formLabel === 'Case for Interactive experience' && ownerId === 'D8CF7E4E-E236-E811-A83F-000D3A00E7A4') {
var alertStrings = {
confirmButtonLabel: "Yes",
text: 'Assign case to yourself and resolve?'
};
var alertOptions = {
height: 120,
width: 260
};
// --------------------------------------------------------------This is the portion of the code that just isn't working ---------------------------START
Xrm.Navigation.openAlertDialog(alertStrings, alertOptions).then(
function success() {
var globalContext = Xrm.Utility.getGlobalContext();
var currentUser = new Array();
currentUser[0] = new Object();
currentUser[0].entityType = "systemuser";
currentUser[0].id = globalContext.userSettings.userId;
currentUser[0].name = globalContext.userSettings.userName;
formContext.getAttribute("ownerid").setValue(currentUser);
Xrm.Utility.showProgressIndicator('Resolving'); // Opens the resolving progres indicator to lock UI until case is resolved
formContext.data.save().then(
function success(subject, caseId, billableHours, resolutionDescription, resolutionCode, formContext, buttonContext) {
// perform operations on refresh
await closeIncident(subject, caseId, billableHours, resolutionDescription, resolutionCode, formContext);
},
function (error) {
console.log(error.message);
// handle error conditions
}
);
},
function (error) {
console.log(error.message);
// handle error conditions
});
//-------------------------------------------------------------------------END--------------------------------------------------------------------------------
} else if (formContext.data.getIsDirty()) {
Xrm.Utility.showProgressIndicator('Resolving');
// Save the form first. In case someone makes some changes before clicking the Quick Resolve. That way the changes are saved before the case is resolved.
await formContext.data.save();
//Call the close incident function and pass across the required parameters
closeIncident(subject, caseId, billableHours, resolutionDescription, resolutionCode, formContext);
} else {
Xrm.Utility.showProgressIndicator('Resolving');
//Call the close incident function and pass across the required parameters
await closeIncident(subject, caseId, billableHours, resolutionDescription, resolutionCode, formContext);
}
// Closes the progress indicator on all occasions once above async function calls resolve
Xrm.Utility.closeProgressIndicator();
}
So the quickResolveTrigger function is what's called when you click the ribbon button to resolve the case. Everything works except when I'm testing for when the case is assigned to the default user. It's only when I add in the function to resolve the case does clicking the resolve button have nothing happen. Not even a error on the console.
Any help would be greatly appreciated.
Mike
Hi Mike,
Please help to debug your code specially the success case for openAlertDialog and confirm which specific line is causing this issue, have you tried to call the closeIncident function directly in success case of openAlertDialog rather then in save success (formContext.data.save()). Please try to directly call the closeIncident function and see if that is the issue. If you still unable to find the reason then we request you to raise support request with Microsoft product team using https://admin.powerplatform.microsoft.com/support.
Thank you for understanding.
Best Regards,
Mobeen
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