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Dynamics 365 Community / Forums / Customer Service forum / how to edit resolve ca...
Customer Service forum

how to edit resolve case window ?

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Posted on by raki 249

how to edit resolve case window?

Categories:
Case Management
I have the same question (0)
  • Verified answer
    Arun Vinoth Profile Picture
    Arun Vinoth 11,615 Moderator on at

    That entity/form is not customizable. You have to do your own popup to match that functionality if you want.

    Already answered here: community.dynamics.com/.../177973

  • Verified answer
    LeoAlt Profile Picture
    LeoAlt 16,331 Moderator on at

    Hi raki,

    I am sorry that you can't modify that form.

    You can refer to the similar issues.

    https://community.dynamics.com/crm/f/117/t/200882

    https://community.dynamics.com/crm/f/117/t/177973

    Hope it helps.

    Best Regards

    Leo

  • Verified answer
    Dynamics365 Rocker Profile Picture
    Dynamics365 Rocker 7,755 on at

    Case resolution is a system entity and we can not customize system entities, hence you have to go with some custom solutions as suggested by Arun and Leo.

  • Verified answer
    RaviKashyap Profile Picture
    RaviKashyap 55,410 Moderator on at

    Hi,

    This is not possible.

  • Verified answer
    Mahadeo Matre Profile Picture
    Mahadeo Matre 17,021 on at

    Hi,

    As All above mentioned, this form is not editable, but you can customize resolve case button. Instead of calling CRM native resolve case window either you can create your own resolve window or create Dialog and call it on resolve case window.

    Creating dialog will be easy option.

    Here are some examples

    www.powerobjects.com/.../use-a-dialog-process-in-microsoft-dynamics-crm-to-replace-the-case-resolution-form

    crmtipoftheday.com/.../replace-standard-system-dialogs

  • Suggested answer
    ShannonCRM Profile Picture
    ShannonCRM 502 on at

    I wouldn't recommend using "Dialog" if you plan to upgrade to v9.  Dialogs are deprecated.

    Similarly, be careful in how you develop a pop-up dialog box with javascript.  This is possible and we did it but we now have to go through our code and make sure it's compatible with the v9 requirements for javascript.  You will want your solution to work also on the Unified Interface.

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