Can't resolve a case after it has been been reopened with a workflow

(0) Share

Report

Posted on by Community Member

Hello everyone,

I am facing a problem regarding case management.

I have a Client who wants to get notified when his Customer answers him back with a mail, regarding a resolved case. I made a workflow that reopens the case then creates a task.

In my tests, case has been reopened, despite business process flow color kept same color as a resolved case (versus green by default). However it seems like I can't really resolved it again even after clicking the "resolve case button". The case form is not in read only anymore after trying to resolve the case and the "reopen case" button is not showed too.

This is where I am a bit lost and need your help.

Regards

Categories:

Case Management

I have the same question (0)

All responses (4)

Answers (1)

Dynamics365 Rocker 7,755 on at

Like (0)

Report

RE: Can't resolve a case after it has been been reopened with a workflow

Please make sure that there is no open activity before resolving case.

Also let me know if you are getting any error.

Was this reply helpful? Yes No
Community Member on at

Like (0)

Report

RE: Can't resolve a case after it has been been reopened with a workflow

Hi,

Thank you for your reply. I already checked that point. However even if there is open activity on cases, system will show a popup to warn us open activity would be canceled.

There are no errors but I don't have any workflow traces either. In my workflow I set case status to "in progress" to reopen the resolved case if activity count is positif.

Results show case got "reopened" in a way case is not on read only. The two weird things I noticed were "business process" color (same as resolved case) and the "reactivate case" button hidden if case is closed again.

Was this reply helpful? Yes No
Suggested answer

Arun Vinoth 11,615 Moderator on at

Like (0)

Report

RE: Can't resolve a case after it has been been reopened with a workflow

Tell us how you are reopening the case using WF, it may help us to identify the issue.
There maybe an issue with statecode & StatusCode combo probably. Check the audit if you have enabled it. Manually reopen a case & compare it with your WF reopened case for some clue.

Was this reply helpful? Yes No
Verified answer

Community Member on at

Like (1)

Report

RE: Can't resolve a case after it has been been reopened with a workflow

Hi Arun Vinoth,

Sorry for that late answer.

The case is reoponed with "change record status" option in workflow. I chose "open". Problem was related within my workflow. This one is triggered when there are activities that are opened. Therefore I had to close the case twice. Once, in order to cancel or close open activities and a second time to close case.

Instead of triggering workflow on Case entity, I did it on Email entity and it resolved my problem.

Thank you to all of you for your help.

Was this reply helpful? Yes No