Stop closed cases from being read-only

(0) Share

Report

Posted on by kanatamike

120

Is there a way to stop cases from going read only upon resolution? Or to at least stop certain fields from going read-only upon resolution? I occasionally need to be able to modify the created on and resolved on (this a custom field) dates after a case has been closed. I'd like to use field-level security to ensure that only I can manually modify these fields while preventing others from doing so.

Anyone aware of a way to accomplish this?

*This post is locked for comments

I have the same question (0)

All responses (6)

Answers (0)

Suggested answer

Karth on at

Like (0)

Report

If you want to achieve what you just said, then you must not use the Case Resolution feature in CRM. Not using this feature has its own implications - the resolved case views will not be of any importance. The resolved case activity would not show up in the list of closed activities.

Couple of options available for you

1. Get rid of the resolve case button from the ribbon and have a custom status field on the form to capture the status of the case (i.e when the user wants to close the case, they just flip the value status field on the form).

2. Custom Development - Create an entity to store the custom created on and resolved on and GUID of the Case. Develop a custom page which pops up on click of a button on the case form

Was this reply helpful? Yes No
Suggested answer

Eber 165 on at

Like (0)

Report

HI Kanatamike,

You can reopen each case you would like to change after resolution. On the top menu, you have a button to open the case.

Also, after open it again, you will have another button to close it after your changes.

But I strongly recommend to review your customization and use the native field. You wouldn't need to do that if you use the case entity with the native fields.

Best regards,

Éber Gustavo

Was this reply helpful? Yes No
Ian Carter 250 on at

Like (0)

Report

Is there an opportunity for you to, rather than close the case, put a status on it - Pending Close, possibly containing some of the fields that exist on the Case Close entity? That way you will have time to obtain the correct information before formally closing off the case.

Was this reply helpful? Yes No
kanatamike 120 on at

Like (0)

Report

Re-opening a case is not an option as the resolved on field will update to the current date when the case is closed again, which is obviously not what I want to happen.

Was this reply helpful? Yes No
kanatamike 120 on at

Like (0)

Report

Unfortunately, this won't work with our business process. Often, we open a case AFTER the customer has contacted us, or resolve the case in CRM after the actual resolution date. What I'm trying to do is set up the case entity so that we can enter the ACTUAL dates, rather than just accepting the pre-populated dates in the Created On and Resolved On fields.

Was this reply helpful? Yes No
Donna Edwards 2,996 on at

Like (0)

Report

You are attempting to modify system fields and that is not going to work as that is not supported behavior. (Created On, Actual Date) You'll want to add custom date fields to the Case record and use those to track the dates you want to be able to modify. This should eliminate the issue related to reopening the case because you will no longer use the date that is set by the system when a case is closed.

Was this reply helpful? Yes No