Update the cases which are resolved

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Posted on by Swarna Latha

Hi Experts,We want to update the two fields in case entity. But the cases are now resolved. We cannot activate the cases as we have few plugins which will trigger on case resolution. So just wanted to know if Microsoft will update the resolved cases if we raise a ticket to them?

We are working on Dynamics 365 online instance.

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Community Member Microsoft Employee on at

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RE: Update the cases which are resolved

Hi,

I am not sure whether Microsoft could do this. I suggest that you could create a service request to them, and I am sure that they are willing to assist you.

BR,

Judy
Swarna Latha 35 on at

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RE: Update the cases which are resolved

Yes, Judy thank you :)

But wanted to know if Microsoft will do it for us or not.
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Indika Abayarathne 671 on at

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RE: Update the cases which are resolved

Open all the resolved cases records you need in Excel Online. Make the changes and try to save them back. After sometime, check the changes you done. (It takes sometime to process those records as it is a batch job)
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Community Member Microsoft Employee on at

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RE: Update the cases which are resolved

Hi,

I am afraid not. The resolved cases is read-only, and the fields are locked, and it would not be modified.

Hope it makes sense.

BR,

Judy
Swarna Latha 35 on at

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RE: Update the cases which are resolved

Can anyone help me please?