Skip to main content

Notifications

Customer Service forum

Update resolve a case form

Posted on by 1,332

2019_2D00_05_2D00_29-10_5F00_48_5F00_53_2D00_Window.png How can i update this resolve a case form - to remove the resolution required! - its currently managed form from what I can see but I just want to update the wording to remove the (required)

any ideas?

Categories:
  • JJWILKI Profile Picture
    JJWILKI 1,332 on at
    RE: Update resolve a case form

    that helped a lot Leo! I actually was able to update the case dialog subject and just set it to "Resolution" as a temporary fix and that has done the job

  • Verified answer
    LeoAlt Profile Picture
    LeoAlt 16,329 on at
    RE: Update resolve a case form

    Good day Justin,

    Did you add case entity list and form into portal manually? Case is included in Portal by default named "Support".

    community502.png

    And when we resolve a case from support form, there will only be a confirming dialog and if we select "Yes", then the case will be closed without entering any additional information.

    community502.png

    You could also refer to this DOC.

    community504.png

    https://docs.microsoft.com/en-us/dynamics365/customer-engagement/portals/case-management

    Hope it helps.

    Best Regards,

    Leo

  • Suggested answer
    Dynamics365 Rocker Profile Picture
    Dynamics365 Rocker 7,755 on at
    RE: Update resolve a case form

    Not form, You can create a new ribbon button and hide existing one.

    Call your dialog or flow on click of this ribbon button.

  • JJWILKI Profile Picture
    JJWILKI 1,332 on at
    RE: Update resolve a case form

    So I would have to create an extra form to do this? etc

  • Suggested answer
    Dynamics365 Rocker Profile Picture
    Dynamics365 Rocker 7,755 on at
    RE: Update resolve a case form

    Hi Justin,

    You can not remove it but alternately you can call a flow or dialog to do the same.

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

News and Announcements

Give Back to the Community this Month

Quick Links

Forum Structure Changes Coming on 11/8!

In our never-ending quest to help the Dynamics 365 Community members get answers faster …

Dynamics 365 Community Platform update – Oct 28

Welcome to the next edition of the Community Platform Update. This is a status …

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 290,807 Super User 2024 Season 2

#2
Martin Dráb Profile Picture

Martin Dráb 229,135 Most Valuable Professional

#3
nmaenpaa Profile Picture

nmaenpaa 101,156

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans