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Save & Resolve custom button in the Case ribbon

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Posted on by reanm

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Hi community

I've got the requirement to create a custom button in the Case entity ribbon that a helpdesk agent can use to create and resolve a Case in one easy step.

The idea is that:

they will create the Case
complete the relevant fields
then click this custom button to Save & Resolve the case; the button needs to:
- save the case
- set a field (to indicate that it's = a first call resolution case)
- move the business process flow stage to the Resolve stage
- set the status reason to Problem Solved

I can get the last 3 button points done using a real-time workflow.

What I've tried to do, is using Ribbon Workbench to:

duplicate the Save button (and rename it Save & Resolve)
add an additional action to the existing Save action
- it's with this additional action where I'm stuck
- I know that the JScript function has changed with the Unified Interface
- I tried using:
  - Library: $webresource:Service/CommandBarActions/ServiceCommandBarActions.js
  - Function: Mscrm.CommandBarActions.launchOnDemandWorkflowForm
  - Crm Parameter: SelectedEntityTypeCode
  - String Parameter: <guid of the real-time workflow>
    
    to call the real-time workflow, but it's not executing at all.

Can someone confirm if I'm using the correct Jscript library? Or even approach?

Thanks very much

Rean

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Pankaj Gogoi 3,177 on at

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RE: Save & Resolve custom button in the Case ribbon

Hi Reanm,

Here is the path

$webresource:Service/Incident/Ribbon/Incident_ribbon_library.js

CrmService.IncidentRibbon.CommandBarActions.resolve

You can modify the case resolution form to achieve your functionality.

docs.microsoft.com/.../customer-service-hub-user-guide-modify-case-resolution-dialog

Hope this helps

Best Regards

PG

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reanm 222 on at

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RE: Save & Resolve custom button in the Case ribbon

Hi Pankaj

Thanks for your reply.

I don't want to use the Case Resolution Dialog popup/quick create when resolving the case.

I want to do it via a workflow.

Thus the need for me to know what the Javascript webresource and function are to call an ondemand workflow in the UCI.

Thanks again

Rean

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Pankaj Gogoi 3,177 on at

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RE: Save & Resolve custom button in the Case ribbon

Hi,

Please check this code for calling a workflow using Javascript.

carldesouza.com/.../

www.inogic.com/.../

Hope this helps

Best Regards

PG

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LeoAlt 16,331 Moderator on at

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RE: Save & Resolve custom button in the Case ribbon

Hi Partner,

Actually you don't need to modify the OOB save button JS function. You could add another new Command and add your custom JS function into a new web resource and call this function in new Command.

And if you want to call workflow, you could use Web Api.

https://chandanakommuri.wordpress.com/2019/01/25/execute-workflow-using-xrm-webapi-in-dynamics-crm-version-9-0/

https://community.dynamics.com/crm/b/debajitcrm/posts/execute-workflow-using-xrm-webapi-in-dynamics-crm-version-9-0

https://carldesouza.com/calling-a-dynamics-365-workflow-through-javascript/

Best Regards,

Leo

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P. R. M 739 on at

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RE: Save & Resolve custom button in the Case ribbon

Hi Reanm,

I have implemented similar requirement. Please check below if it can helps you:

crmtipsbyprm.wordpress.com/.../

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