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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Unable to Update Close...
Customer experience | Sales, Customer Insights,...
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Unable to Update Closed Cases

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Posted on by Community Member

Hello,

I am trying to run Workflow as On-Demand to update fields on multiple Case records, which are all closed cases. When I try to run the Workflow, it throwing me error because the cases are closed. I am getting the following error on Process Session details:

Message:

""Since case is resolved and read-only, only these attributes are updatable : "ownerid", "owneridyominame", "owneridtype", "owninguser", "statecode", "statuscode", "modifiedon", "modifiedby", "modifiedonbehalfby", "owningbusinessunit" , "processid". If you need to edit other fields, please reactivate the case.""

I cannot activate individual Case records as we will run this Workflow on thousands of  records. Please help me.

I have the same question (0)
  • Verified answer
    a33ik Profile Picture
    a33ik 84,331 Most Valuable Professional on at

    Hello,

    I'm afraid there is no other way. You can include the Activation/Deactivation piece in your workflow.

  • Community Member Profile Picture
    Community Member on at

    Deactivation will trigger a different workflow which will replace the input data from this workflow with a different data. I can't do this.

  • Suggested answer
    Prakash Kalimuthu Profile Picture
    Prakash Kalimuthu on at

    Hi Harsha,

    Can you please try this, in your on demand workflow include first step for "change status" giving any open status reason.

    Step 2 include updating necessary fields and in step 3 again change status to closed/completed.

    Please mark it as resolved, if it solves your problem.

    Regards,

    Prakash

  • Suggested answer
    a33ik Profile Picture
    a33ik 84,331 Most Valuable Professional on at

    Then include some kind of the flag that will be a sign that the second workflow shouldn't start and include that the check for that sign in the workflow that is triggered on "Deactivation" of the case.

    I'm afraid you have no other way. Good luck.

  • Community Member Profile Picture
    Community Member on at

    Prakash and Andrew,

    The problem is I can activate and deactivate and keep a flag on Second workflow. There are many OOTB workflows and plugins which will fire when we do this. This will be a bigger mess if it is in the Prod.

  • a33ik Profile Picture
    a33ik 84,331 Most Valuable Professional on at

    I'm afraid "take it or leave it" is the only appropriate term here.

  • Suggested answer
    Nishant Rana Profile Picture
    Nishant Rana 11,325 Microsoft Employee on at

    With 2021 Release Wave 1, now it is possible without reopening the case record for CRM Online.

    nishantrana.me/.../

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