Dynamics Community Forum Thread Details

Difference b/w Cancelling & Resolving

Hi there,

I am trying to understand the impact on reporting between cancelling and resolving cases. Should we be consistent in how we close cases so that we are always either resolving OR cancelling when we need to close a case with a customer? The only difference I can see is that when cancelling and resolving different windows come up when you click each of the respective buttons. For example, when you hit "cancel" a window comes up that asks if you want to cancel or merge. Whereas when you hit "resolve" a window pops up asking for the Resolution type, billable hours, etc. Is this simply a user preference and will not impact reporting (i.e., seeing how many cases are active/open vs. cancelled or resolved)? I'm just trying to understand the implications from an evaluation/data reporting perspective.

Hello there,

Thanks for the question. This totally depends on your business logic and how you want to manage your reports as well.

For example, a closed case means that some work was done on it in order to put it in a state of closure.

For cancel, you are cancelling the ticket, for example, because is a duplicate ticket from the same customer and same issue.

Hope this make sense.

information of the cases entity status:

Active:
- In Progress:The case is currently being worked on by a customer service agent.
- On Hold: The case is active, but it isn't currently being worked on.
- Waiting for Details: The case is active, but you're waiting for more information from the customer.
- Researching: The case is currently being researched.
Resolved:
- Problem Solved: A successful resolution was found for the case.
- Information Provided: The customer was given satisfactory information, and the issue was fixed.
Canceled:
- Canceled: The case was canceled.
- Merged: The case was canceled because it was merged with another record.