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Dynamics 365 Community / Forums / Customer Service forum / Last Resolved Case of ...
Customer Service forum

Last Resolved Case of a Contact

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Posted on by HenryBinan 169

Hi

How do i get a view of the Last Resolved Case of all Contacts?

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Customer Service
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  • Verified answer
    MihirShah Profile Picture
    MihirShah 4,036 on at

    Here is an idea - 

    Create a new lookup field to Case on Contact entity - name it - Last resolved Case.

    Create a workflow to Update the new field on Contact with the case name or id whenever a case is resolved.

    Now your view on Contacts with the field will show the Last resolved case for the Contact.

    Hope this helps.

  • HenryBinan Profile Picture
    HenryBinan 169 on at

    Hi Mihir,

    Thank you for the solution. I am trying it out and i seem to have hit a roadblock. I will try again and will get back on my results.

  • HenryBinan Profile Picture
    HenryBinan 169 on at

    Hi Mihir,

    This is helpful. :) It is working when we resolve a case. But, I am facing another hurdle.

    We already have a lot of cases which has already been resolved in the past.

    When the workflow is run for old cases it updates with the initial Case that was created for that Contact.

    Is there any solution for contacts that had their last case resolved on example - Aug 2017, and to show that case in the view?

  • Verified answer
    MihirShah Profile Picture
    MihirShah 4,036 on at

    You may have to manually do the update on the Contact record for old cases.

    Over time though the Workflow would replace the fields on the contact record as new cases are closed.

  • HenryBinan Profile Picture
    HenryBinan 169 on at

    Thank you Mihir.

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