Choice set defaults to first entry even when default is set to be "unassigned"

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Posted on by SBeal

Hi,

I have a Choice field (in the IncidentResolution table) which allows users to select the type of resolution for an incident (Customer Service implementation).

The choice is set to "[No default value]" (from both the PowerApps admin side, and the Solutions admin side), however when a user resolves a case the field has defaulted to the first choice in the ChoiceSet.

Any advice on how to force an unassigned default value or what might be causing my incorrect default assignment?

Thanks in advance

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Wahaj Rashid 11,321 on at

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Hi,

Is it a custom field? Whats is the requirement level of this field?

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SBeal 50 on at

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I believe it is not a custom field - the field name is resolutiontypecode from the basic entity Case Resolution

I'm not sure what you mean with regards to the requirement level?

I should have said in my blurb, I did remove some options from the ChoiceSet recently - however I'm not clear on if the blank default value was working prior to that change (the evidence I can find suggests it was not working prior to this)

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Wahaj Rashid 11,321 on at

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Hi,

By default, Case Resolution Type is a required field (on the form).

Let me explain how it works.

To customize the Case Resolution dialog, you must enable custom dialog in the Case Management (which I assume you already did):

Now, to modify Resolution Types, you must map it against Case Status Reasons.

For example, if you need to add a new optioned called "Unspecified", you must first add it in the Case Entity's Status Reason field (under Resolution status code) and then in the Case Resolution Entity's Resolution Type field (with same values).

Case Entity Status Reason Field:

Case Resolution Entity - Resolution Type field:

Please note, the mapping should match the values.

Now here is the Result:

As far as I know, you cannot set this value blank (or un-selected), as it is mapped to a case status reason. As an alternative, you can add a new option called 'Unspecified' in both Case Status Reason and Resolution Type.

Here is the official documentation on the same:

https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-modify-case-resolution-dialog

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SBeal 50 on at

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Hi Wahaj,

Thanks for the detailed write up.

That is frustrating that you cannot have a blank default. Just to clarify, I want it blank on default so that users have to select the appropriate resolution type (rather than accidentally resolve a case with the "default" value).

I will mark your answer as verified, thanks for your help.

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Wahaj Rashid 11,321 on at

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You are welcome.

Yes, for now, a value is selected by default. I tried using a Quick Create form and a script to set the resolution type empty, however system again sets it to a default value.

We can set Resolution Type to empty (as of now).

To make it easier for other readers, it would be great if you can select the appropriate answer to as verified.

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