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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Incident stage code vs...
Microsoft Dynamics CRM (Archived)

Incident stage code vs status code (Reason)

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Posted on by Pat Buskey 1,540

Trying to implement support cases in CRM 2011. In our current CRM we have an incident status which captures the status or state of an incident (Open, Waiting for Customer, Needs Research, Closed, etc).

We initially thought to set them up as Incident Stage Codes, but now I am have second thoughts about that.  Maybe we should set them up as Status Code (Reason).

What is the different in using Incident Stage Code vs Status Code (Reason)?

What might be some reasons to use one verses the other?

What are others using to capture this information?

Thank you for you thoughts,

Pat

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  • Pat Buskey Profile Picture
    Pat Buskey 1,540 on at

    Looks like how we want to use it, the Status Code is probably the better way to go because it is integrated in with Resolving, Activating and Cancelling a case.  I'm not sure what the Incident Stage Code would be used for.

    Either way, we are going with Status Code (Reason).

  • Suggested answer
    Gus Gonzalez Profile Picture
    Gus Gonzalez 27,113 on at

    The difference is that the Status code is not flexible...you have a Case Open, Resolved or Not Resolved. The Reason allows you to select a subset of information for each status, for example, Resolved (Status) -> User Error (Reason).

    Does that make sense?

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