CRM Custom Form

(0) Share

Report

Posted on by Community Member

I'm new on CRM dynamics customization. We just upgraded to CRM 2016 and would like to add a field on one of the forms.

It's basically "Case Resolution" form.

I tried going to Customization > Entities > Case Resolution but I could not edit the form/add a field. My account has all permissions.

Its the main form and Customization = False

What am I doing wrong? How can I update and add a field?

10357.Capture.PNG

*This post is locked for comments

I have the same question (0)

All responses (13)

Answers (1)

Suggested answer

PS 23,577 on at

Like (0)

Report

You can't edit case resolution form, its by design. Can you please elaborate on what actually you want to achieve? And we might have a solution for it.

Was this reply helpful? Yes No
Community Member on at

Like (0)

Report

Trying to add a date field, completion date.

Was this reply helpful? Yes No
PS 23,577 on at

Like (0)

Report

I am assuming, you want 'case close date' on case form; as case resolution entity form cant be changed?

if yes,

Do you want this field 'case closed date' to be filled automatically on case closure or manually?

Was this reply helpful? Yes No
Community Member on at

Like (0)

Report

Yes close date manually

Was this reply helpful? Yes No
Verified answer

PS 23,577 on at

Like (0)

Report

Hi Rob

Unfortunately, once a case is closed/resolved, you cant modify it. So, we cannot add/update fields after closure. But there are few alternatives to help you:

1. If you can add, 'modified on' to your 'Resolved cases ' views, it will act as case closed on date & time (For resolved cases, you to consider modified on as closed date)

2. You can create a personal or system view, to see the actual end of your case:

Go to advanced find>>look for activities>>second row: set activity type=case resolution>>click on 'edit column' on the top>>select few columns from case resolution activity like- subject, actual end, billable time, total time resolution and then change record type to 'regarding case'>>add whatever columns are required like-customer, created on, owner etc.>>hit save on the top

following screenshots will guide you:

This is how you can create a personal view, which would be visible only to you, if you need help on creating a system view (visible to all users), do let me know

3. You will have to create a plugin, see this thread: [View:https://community.dynamics.com/crm/f/117/t/120835:750:50]

Was this reply helpful? Yes No
Suggested answer

PS 23,577 on at

Like (0)

Report

If you want a close date to be entered manually:

Create a field on case form 'Closed date'

Users can fill it manually and click on resolve case.

Was this reply helpful? Yes No
Community Member on at

Like (0)

Report

Thanks.

So i can add a closed date field on the case form. How can i tie it in so my users when they hit case resolved it will show as that date?

Whats happening is that my users open cases but there are time when they dont close it on the actual date. Ie: issue was resolved on Monday 10/1 but they closed the case on Wednesday 10/3. Would like them to be able to choose the date instead.

Thanks again

Was this reply helpful? Yes No
Suggested answer

PS 23,577 on at

Like (0)

Report

How to create a field:

Go to settings>>customization>>customize the system>>expand entity list>>scroll down to case>>expand case>>fields>>create a field and name it like 'case close date', set type as date & time>>save & close>>go back to case forms>> place the field on the form>>save and publish

How to make sure user will fill this field on form before case resolution:

Go to settings>>processes>>new process>>create it as real time workflow (uncheck run as a background process)>>entity case>>scope=organization>>trigger on case status change>>go to steps>>add a step>>check conditions if case status= resolved and case close date =does not contain data>>second row: stop workflow with a status of cancelled >>set properties and enter message= Please fill case close date>>save>>activate the workflow

workflow screenshot

When you click on resolve, a screen pop up and you enter details and click resolve again

An error message will be shown

User can 'ok'; fill close date and then resolve again

Was this reply helpful? Yes No
Community Member on at

Like (0)

Report

Thanks appreciate the help.

I followed the steps but when I added the close date and then clicked on resolve case, still getting the business process error.

Was this reply helpful? Yes No
Suggested answer

PS 23,577 on at

Like (0)

Report

After you entered close date, save the form and then resolve.

Was this reply helpful? Yes No