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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Resolve multiple cases...
Service | Customer Service, Contact Center, Fie...
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Resolve multiple cases at once - Field Services

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Posted on by DC Dynamics 365 198
Hi All ,
 
We get lot of cases which doesn't need to be actioned as they are purely informational. How could we resolve all of them at once, when multiple cases are selected the "Resolve Case" menu item is not available. 
 
Thanks.
Categories:
Dynamics 365 Field Service
Dynamics 365 Customer Service
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  • Suggested answer
    Muhammad Shahzad Shafique Profile Picture
    Muhammad Shahzad Sh... 2,375 Most Valuable Professional on at
    1: Use Power Automate
    • Create a manual trigger flow (or a button using a custom command) to:
      • Accept a list of selected case IDs.
      • Set each case’s status to “Resolved” and provide a default resolution reason (e.g., "Informational").
    2: Use a Ribbon Workbench Custom Button
    • Add a custom "Resolve Cases" button to the Case grid using Ribbon Workbench.
    • Button will:
      • Be enabled only on multi-select.
      • Call a custom JavaScript function or Power Automate to resolve the cases.
  • Verified answer
    Tamilarasu Arunachalam Profile Picture
    Tamilarasu Arunachalam 593 on at
    Hi,

    You can resolve multiple cases at once using the below method

     

    1. Create a ribbon button on the cases view and make it enabled on multiple selection. 

    2. Use the SelectedItemIds parameter to get the selected ids

    3. Create an bound action for the case entity and have the action step to change status to resolved. Save and activate the process

    4. Use JavaScript to call the action or the Power automate(pass the ids as params) to call the bound action with required parameters.

     

    If this answers your question, like my answer and make my answer verified.

     

    Thanks,
    Tamilarasu Arunachalam
     

     

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