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!

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Leah Ju Microsoft Employee on at

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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.

https://learn.microsoft.com/en-us/dynamics365/customerengagement/on-premises/customize/define-rollup-fields?view=op-9-1

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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