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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / statecode vs status
Microsoft Dynamics CRM (Archived)

statecode vs status

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Posted on by Community Member

I encountered an issue in CRM online:

A workflow (meet certain defined conditions) changed the status of an incident to "Closed", CRM system will change the statecode to Inactive ("Closed") as well, somehow the user (referring to Audit History) was able to change the status from"Closed" to "Escalated", noting that status "Escalated" is only allowed when statecode is Active.

I don't think that when the incident is Inactive, & I am able to change the status. Any suggestions or clues of what I am facing.

Thanks Guys!! 

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  • Community Member Profile Picture
    Community Member on at

    Add on to above issue:

    The issue happened in production, however I was trying to reproduce the problem in UAT but to no avail. I was not able to change the status from "Closed" to "Escalated" when the statecode is Inactive ("Closed"). Thanks.

  • Community Member Profile Picture
    Community Member on at

    Hii, i dont think you can solve this issue in a simple way. 


    I think you need to write custom workflow (plugin) to solve this. The idea of this plugin is to Reactive Case -> Updating the record -> and Take the record back to innactive (close).

    In order to achieve this scenario, you will need to add custom button using RibbonWorkBench. This button will trigger to fire your plugin.

    Here is some article that may can help you:

    To call pluggin from button :

    http://crmposts.blogspot.co.id/2015/04/calling-actions-through-java-script.html

    To open case:

    https://msdn.microsoft.com/en-us/library/microsoft.crm.sdk.messages.setstaterequest.aspx

    To close case:

    https://msdn.microsoft.com/en-us/library/hh547422.aspx

  • Suggested answer
    ThomasN Profile Picture
    ThomasN 3,190 on at

    Hi Kentan, Thanks for reaching out.

    This is odd, and when it is odd like this and something as core as Statecode, I go back to user and follow steps until you can reproduce. Better to spend time there then chasing loose ends. Also advanced find for any case that is Active with status of "closed" would verify this is an outlier.

    Something to think about is looking at the user security roles and how they relate to case. This user may have permissions to activate a case. If they have edit access they can activate. You may not be auditing statecode, and that would not show in the audit.

    Just thoughts. good luck.

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