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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Prevent resolving case...
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Prevent resolving case if knowlege article is not attached to case

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Posted on by sb92
Hello everyone, 
 
I am trying to implement a workflow which would stop user from closing or /resolving/ a case if no knowledge article is attached to it. I tried the following but seems like the condition /Knowlege Base article does not contain data/ does not point to attached articles to case. Can you please guide me on what can be done here to achieve the expected result?
 
 
Any help is appreciated. Thanks!
  • Suggested answer
    Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    Prevent resolving case if knowlege article is not attached to case
    Hi Partner,
    In Dynamics CRM there is one intermediary entity called “Knowledge Article incident” between Incident (case) and Knowledge Article.“
    "Knowledge Article Incident” entity have following 2 OOB relationships.
     1.Knowledge Article Incident-> Knowledge Article (N:1)
     2.Knowledge Article Incident-> Case (N:1)
    For example:
    1)Link one article to one case
    2)one 'knowledge article incident' record related to them will be created:
    If you want to check if an article is associated with this case, all you need is to check this entity--Knowledge Article Incident.
    It is one child entity for the case entity, so you can create one rollup field on case to  summarize the number of related records.
    Then you can check the rollup field value, use it as condition in the workflow.
    I hope you can verify my answer if it helps you! If you have any questions, please feel free to contact me.
    Regards,
    Leah

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