Dynamics Community Forum Thread Details

Hide status reason optionset based on statecode and certain condition

Hi,

In the case entity, when I choose /resolve case/, we can select a resolution type (status reason). In the resolution type we have few optionset values. Based on a case origin, I have to hide one optionset value. How we can do that ?

Hi,

We have analyzed your requirements, and you are trying to change the options in the drop-down box that appears when you click /Resolve Case/ as shown below. Is this correct?

We have tested for your requirement and based on the test results, there is a high probability that this requirement is not achievable out-of-the-box.

First, we found a similar set of options on the /Case Resolve/ entity, and while this set of options can be changed, the record for this entity is actually generated after the execution of the /Resolve Case/ activity, which doesn't meet your requirement.

Next, we analyzed the commands executed by the /Resolve Case/ button, as shown below.

This button executes a JS Code, but this web resource is not searchable in the environment, and perhaps is not editable itself.

Finally, we tried to use the browser tool to analyze the /Network/ before clicking the /Resolve Case/ button to the popup form and found out that this Dialog form will call two other /Web Resource/ when it is generated, and these two Web Resources are also uneditable.

As a result, we think you may need a plugin or something else custom to meet your needs and recommend you contact your organization's IT staff for further assistance.

I hope my answer is helpful to you! If you have any other questions, please feel free to contact me.

Best Regards,
Rudy Zhang

Quick Links

Leaderboard > Service | Customer Service, Contact Center, Field Service, Guides