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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Case completion with t...
Service | Customer Service, Contact Center, Fie...
Answered

Case completion with the "Finish" button

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Posted on by DeadDuck 30

Clicking on the "Finish" button on the process flow 'Resolve' stage doesn't change the case status or open a dialog, leaving the case as "In Progress".

pastedimage1574773812589v1.png

So while you see "Finished" in the process section, the case is still "In Progress". Then you need to click on the "Resolve Case" button to close the case for real.

pastedimage1574773865391v2.png

pastedimage1574774423731v4.png

Is this a bug or is it intentional by design?

If it's intentional, there are some solutions come to mind like using a workflow. Any suggestions for an existing solution, perhaps bringing up the completion dialog when the Finish button is clicked?

Thank you.

I have the same question (0)
  • Verified answer
    a33ik Profile Picture
    a33ik 84,331 Most Valuable Professional on at

    Hello,

    I believe it's by the design. BPF can be enabled for any entity and only Case has "Resolve" functionality so it makes perfect sense.

    Here is what you can do:

    1. Add handler that will handle change of stage - docs.microsoft.com/.../addonstagechange

    2. Get active stage using following - docs.microsoft.com/.../getactivestage

    3. Check if new stage is "Close" and call OOB resolve dialog (you can get the name of the function to call through Ribbon Workbench and customize command functionality of it.

  • Suggested answer
    ashish12 Profile Picture
    ashish12 3,079 on at

    Business process and Case Status are not linked. You need to set if BPF stage is Finished then Close the case.

    docs.microsoft.com/.../getactivestage

    Thanks

  • Verified answer
    Dharanidharan Profile Picture
    Dharanidharan 638 Super User 2025 Season 2 on at

    Instead of bringing the resolve case dialog you can mark the case as resolved using the below approach:

    You can create a field in the case entity. Resolve Case - Data Type - Two Options(Yes/No).

    On Click of the Finish button in BPF, you can set the value of above resolve case field as "Yes". Then on update of the above resolve case field, you can create an OOB workflow and check for the condition if Resolve Case value Equals "Yes". If yes, then mark the case status as resolved. 

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