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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / How to insert actualdu...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

How to insert actualduration of latest activity of a case into Word template

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Posted on by chrismuc 5

Hello Dynamics 365 Community,

I'd be glad to hear your opinion concerning the following issue:

My requirement is to have a nicely formatted Word document at hand, containing information about the case selected and the latest activity with description and actualduration.

I'd like to generate the Word document from the cases view in customer service hub, so I downloaded the template with "case" as the main entity and - as far as I can see - all relevant depending entities (Incident_ActivityPointers, Incident_Annotations, Incident_Emails, Incident_Tasks).

As far as I know, the attibute "actualduration" should contain the documented time needed for each task, e-mail, etc of the case.

Unfortunately, no matter, which attribute I select, the Word document will always contain the "actualduration" of the first activity documented in the timeline.

Below a screenshot of the case with several activities. Hope this is sufficient to imagine the issue.

pastedimage1619559628012v1.png 

Thanks in advance for helping and best regards,

Chris

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  • Suggested answer
    Fubar Profile Picture
    Fubar 2,761 on at

    Probably would help if you showed the Word Template.

    Actual duration is against each individual Activity (if populated)) and as such you will need to put a repeating group in your word template (i.e. list the activities)  https://docs.microsoft.com/en-us/power-platform/admin/using-word-templates-dynamics-365#set-content-control-fields-to-repeat

    There is a Case Resolution Activity that will contain the total - but only after the case has been resolved.

  • chrismuc Profile Picture
    chrismuc 5 on at

    Hello LA,

    thanks for your reply.

    Attached, you'll find a screenshot of the template.

    I followed the instruction in the link you provided and adapted my template accordingly. This led to a list of durations of all the activities in the case, This of course would be the expected behaviour, but doesn't meet my requirement: I only need the description and the actualduration of the latest added activity of the case.

    Thanks also for the hint to the case resolution activity, wich unfortunately doesn't meet my requirements either. The goal of the template is kind of a report for the customer during the ticket is in progress.

    If you or someone else has additionals suggestions, I'd be more than glad.

    Thanks and best regards,
    Chris

    pastedimage1619729168735v1.png

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