Case management - case resolution box greyed out

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Posted on by Vanessa

I'm trying to set up case management in F&O for investigating customer invoice disputes, also using case workflow. I'm getting an error at the Complete stage of the workflow (error message: Unable to cast object of type 'Dynamics.AX.Application.CustCollectionsCaseDetail' to type 'Dynamics.AX.Application.CaseDetail') which I think might possibly relate to there being no case resolution option available as the box is greyed out. Do resolution states have to be defined somewhere?

thanks in advance

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Ludwig Reinhard Microsoft Employee on at

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Hi,

What's the D365FO version that you operate?

Are you possibly running an older one?

Can you share details of your case management setup?

Some screenprints would be great.

Many thanks,

Ludwig

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Vanessa 10 on at

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Hi Ludwig

Its version 10.0.18. This is out test system, our production system is on version 10.0.16 and produces the same results.

I don't have much set up at the moment as I'm just testing the functionality. I've created 1 case category:

and 1 case process consisting of 3 levels (no exit criteria for any level). I'm able to step through the processes fine using the Change Stage option on the main case screen. I've not done any other set up relating to cases. The workflow is very simple - a manual decision point with 2 branches for either a positive or negative outcome:

And the case detail screen looks like this, with no option to resolve the case - either directly on screen or via the Workflow -> Complete option, which produces the error mentioned in the first post

Thanks

Vanessa

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Poornima-Dynamics on at

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Hi Vanessa,

Please submit a support request with the detail steps you've mentioned and this can be investigated.

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bestdanny 10 on at

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I have the same problem. Have you found a solution?

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