Case Resolution Entity

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Posted on by Community Member

I am really confused what the purpose is of the Case Resolution Entity? Is this something that is being worked on because at this point it does nothing accept mark the case as resolved. Seems there is no way to run workflows, add the data to an email, nothing. Has anyone been able to find a way to work with the data entered in this form?

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jlattimer 24,562 on at

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You are right, out of the box you can't get back at the data through a workflow so you can include it in an email. In order to do this you would need to create a custom workflow activity to retrieve the data.

Here is example code: Using the Case Resolution in Workflows via a Custom Workflow Activity

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Mohammad Atif on at

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Garabed: Please update if the above information is useful, if yes, please mark this thread as answered.

Thanks,

Mohammad

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Community Member on at

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once I test and it works I will defiantly mark it.

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Archer.Mehr 5 on at

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Hi Garabed, Case Resolution Entity is one of an integral part of the Entitlement as well as SLA, and play a strong role for those 2 functions, Case Resolution is an activity-based type of entity ( OOB ) which would be added to the list of entities if you have purchased the D365 - Customer Service Module.

For example, if a customer's entitlement has 10 hours available, Case Resolution is the best option, because the total time that's spent on the case is calculated based on the all the "closed activities" that are associated with the case. The total time of those activities is rolled up and then deducted from the remaining terms.

for more information, please visit docs.microsoft.com/.../2-creating-entitlement-records

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