Importing Case history partial failure on status/status reason

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Posted on by JMAtoms

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Hello, I created a template for importing cases. For a case thats been resolved it returns the values for status and status reason as follows:

Looking above to import a case as closed it appears I should set Status to Resolved and Status Reason to Problem Solved, as this was the output generated by the template.

However when I import additional cases that I want to import as closed, they are imported as "Active" with a partial failure of "The status or status reason of the Microsoft Dynamics 365 record could not be set".

I have about 20,000 or so cases to import. I need them to be imported as closed. Is there an additional field I'm missing?

Thanks

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JMAtoms 125 on at

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RE: Importing Case history partial failure on status/status reason

Hi Prateek thanks for the clarification. I wasn't importing as CSV, but rather as excel before. I just tested this all out and it works. Thanks so much.
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prt33k 6,907 on at

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RE: Importing Case history partial failure on status/status reason

Hi,

Yes, it is possible.

You won't be able to get the Case Resolution template and that is why I suggested CSV.

Below are the detailed steps :

So I have two case records - both backdated and Active.

I am creating a CSV with the below columns (i have included the actual end date and timespent)

Ensure you are saving it as CSV

Now I am importing the file ->Setting->Data Management->Import

Select the 'Case Resolution' entity:

Make sure the mapping is correct. You can click on the lookup sign to make sure the field is correctly mapped

Import goes successful

The cases are resolved as well.

If I go to advance find to ensure the date got correctly populate, I get the correct result.
JMAtoms 125 on at

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RE: Importing Case history partial failure on status/status reason

Hi Leah,

Thanks for the response, however this wont work as I need to retain the original resolution date. That would have a serious impact on historical reports.
JMAtoms 125 on at

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RE: Importing Case history partial failure on status/status reason

Hi Prateek,

When creating the csv file:

I get the following error on import:

When trying to download a template for the case resolution entity, there doesnt seem to be one:

Will this method also allow me to keep the original resolution/close date of the ticket I'm importing? I do not want cases to import, and then have a date of today as the resolution date. That would have a serious impact on historical reports.

Thanks.
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Community Member on at

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RE: Importing Case history partial failure on status/status reason

Hi JMAtoms,

Another way is to set up a custom flag field on case record and have a workflow process on create of record which checks for the value of this flag field and sets the status accordingly.

1.Create new custom flag field in case entity and add one new flag column in excel file.

Status column is null and flag column contains data in excel.

When import case, map flag field in ‘Review mapping’ step.

2.Go Settings > Process to create a workflow in case entity.

Add ‘check condition’ step and add ‘change status’ step under condition step.

3.Test.

But this will not work in case if resolution date are required to be kept same (old values).

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.
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prt33k 6,907 on at

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RE: Importing Case history partial failure on status/status reason

Hi,

Case will be imported in Active state only since the closure of case is followed by 'Case Resolution' entity creation.

You can create a csv with "case title, subject, resolution type and Remark" and import this csv to 'Case Resolution' entity.

This will resolve all the cases with Resolution type and remarks. Something like this :