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SSRS - show case record history

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Posted on by Anandhcrm

I need to create a ssrs report that should show the case record details like, case created, assigned to, resolved/cancelled by, reopened by, reassigned to, resolve/cancelled by. This should be applied for multiple selected cases. any suggestion on this ?

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RudyZhang Microsoft Employee on at

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Hi,

Regarding your question about creating SSRS Report

You can refer to this document

The link to the document is as follows
https://netwoven.com/microsoft-power-platform/creating-ssrs-report-for-dynamics-365-online-and-model-driven-powerapps/

In addition, we have found some issues during our testing, here are some suggestions from our team

Please do not use Visual Studio 2022 and Microsoft SQL Server 2022 Reporting Service, because Dynamics 365 Report Authoring Extension does not support the latest Visual Studio and SQL Server.

The credentials required to configure the data source are the account and password of your Dynamic 365 environment.

If you want to query a specific entity, your account needs to have the relevant permissions for that entity

When you use FetchXML to query entity information you should query the Schema Name of the entity

I hope my answer is helpful to you! If you have any other questions, please feel free to contact me.

Best Regards,
Rudy Zhang

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Zap Objects 924 on at

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Hi,

All these details / case updates are not available within a single table in Dynamics... so it may not be possible to get this data easily in SSRS report.

However in our Zap Helpdesk solution... we track all these case updates separately.
Some of these updates are: Case Creation, Case Assignment, Case Status changes, New responses extracted from all incoming emails, etc.

Below screenshot shows all these historic updates being shown in Case History tab (which is added by Zap Helpdesk solution):

For more information regarding Zap Helpdesk solution, please refer below links:

Zap Helpdesk: https://zapobjects.com/apps/zap-helpdesk/

How to design a Customer Support process when using Dynamics 365 for Customer Service: https://zapobjects.com/microsoftdynamics365_crm_helpdesk_emailtocase_app/design-support-process-dynamics-365-customer-service-crm/

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