How to re-open a 'closed' Phone Call form

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We have a user who is using the Phone Call activity form to track inside sales calls. Clearly, if you click "Mark Complete" the Phone call form goes from Active to Closed. When it is closed, it is Read Only and Locked. Is there any where to re-open a closed Phone Call to add more information or make edits to the info?

Or, is there a way to take off the "Read Only" lock if the phone call is marked "complete"?

Thank you

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Nuno 2,005 on at

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Hi,

You can re-open the phone call through code:

SetStateRequest request = new SetStateRequest
{
EntityMoniker = new EntityReference("phonecall", guid),
State = new OptionSetValue(0),
Status = new OptionSetValue(1)
};

SetStateResponse response = crm.OrgService.Execute(request) as SetStateResponse;

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Royal King 27,686 on at

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create a on-demand workflow and add step Change status and set status to Open. You can run this workflow on completed phone call to re-open for edit and close once you done with update.

Other way to add more information for Closed phone call is export phone call in excel with "Re-import" option enabled as well include all the columns that you want to add in the view. Export the data and add all the values you want then re-import.

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Community Member on at

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By far the simplest way to do this would be to create a Workflow for the phone call entity (real-time if you have CRM 2013 or online), make it available on-demand and use it to change status to Open.

Then a user can select one or more phone calls (or the one for which they have a form open) and select Run Workflow > choose the workflow you created and then it will re-open the Phone Call for them.

This approach also means you could add some business logic and validation to this process, for example only re-open if the phone call was closed this month, or last 7 days.

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In Dynamics CRM 2015 if I create on-demand workflow and try to change Phonecall state to Open I'm getting an error: "Cannot update Closed or Cancelled Activity."

Error details:

Unhandled Exception: System.ServiceModel.FaultException`1[[Microsoft.Xrm.Sdk.OrganizationServiceFault, Microsoft.Xrm.Sdk, Version=7.0.0.0, Culture=neutral, PublicKeyToken=31bf3856ad364e35]]: System.Web.HttpUnhandledException: Microsoft Dynamics CRM has experienced an error. Reference number for administrators or support: #6D5B8ADCDetail:

<OrganizationServiceFault xmlns:i="www.w3.org/.../XMLSchema-instance" xmlns="schemas.microsoft.com/.../Contracts">

<ErrorCode>-2147220970</ErrorCode>

<ErrorDetails xmlns:d2p1="schemas.datacontract.org/.../System.Collections.Generic" />

<Message>System.Web.HttpUnhandledException: Microsoft Dynamics CRM has experienced an error. Reference number for administrators or support: #6D5B8ADC</Message>

<Timestamp>2018-03-21T07:30:27.2109717Z</Timestamp>

<InnerFault>

<ErrorCode>-2147220891</ErrorCode>

<ErrorDetails xmlns:d3p1="schemas.datacontract.org/.../System.Collections.Generic" />

<Message>Cannot update Closed or Cancelled Activity</Message>

<Timestamp>2018-03-21T07:30:27.2109717Z</Timestamp>

<InnerFault i:nil="true" />

<TraceText>

[Microsoft.Crm.ObjectModel: Microsoft.Crm.Extensibility.InternalOperationPlugin]

[46f6cf4c-14ae-4f1e-98a1-eae99a37e95c: ExecuteWorkflowWithInputArguments]

Starting sync workflow 'Включить звонок', Id: cc33502d-d92c-e811-80d1-b4b52f65ba1c

Entering SetStateStep2_step: Включить звонок

Sync workflow 'Включить звонок' terminated with error 'Cannot update Closed or Cancelled Activity'

</TraceText>

</InnerFault>

<TraceText i:nil="true" />

</OrganizationServiceFault>

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