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Specific status not usable with Request For Change

Posted on by 36
Hi there,
 
We are noticing that cases with case type 'Request for change' cannot be set to a specific status. Where can this be changed? 
 
For example we have a case with type 'Request for change', which cannot be set to status 'In progress' and automatically jumps to 'Pending'. instead of 'In Progress'.
 
Regards,
Robbert 
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  • Verified answer
    Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    Specific status not usable with Request For Change
    Hi,
    'Request for change' and ‘Pending’ are both not OOB value for these two columns.
    And you mentioned that the status will be changed automatically based on type, which is not OOB logic.
    Presumably someone has done some customization on this, and in addition to the business rules, also checks to see if there are any workflows, js or power automate flow.
     
  • Suggested answer
    Mayank P Profile Picture
    Mayank P 23 on at
    Specific status not usable with Request For Change
    Hi Robbert,
     
    Do you have any business process flow configured for the "Case" table. If yes, then please check if it is configured in a way that this specific type "Request for change" is linked to a specific "Pending" status. If no BPF configured, please check the existing Business Rules for the "Case" table. These two are most likely to be the cause of your problem.
     
    Regards,
    MP
  • RobbertMeijer Profile Picture
    RobbertMeijer 36 on at
    Specific status not usable with Request For Change
    @ Leah Ju
     
    I am using Dynamics 365 Customer Service and the issue is in case management. 
     
    If the case type is 'Request for change', it will not accept the 'In progress' status (which is the first status) for the case. It automatically jumps to the second status called 'Pending'. See the attached screenshot.
     
    On the bottom left you see case type 'Request for change'.
    At the top right, you see Pending'. 
    We have a status called 'In progress', where it should be able to stand on. 
     
     
     
  • Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    Specific status not usable with Request For Change
    Hi,
    What app are you using in Dynamics 365?
    Could you provide some screenshots about it?

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