Trying to hide the "Resolve Case" button in Case Entity and use the custom dialog box with "Total Time" and "Remarks" fields but not able to design the custom dialog box.

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Hi Community,

I am trying to hide the "Resolve Case" button in Case Entity and use the custom dialog box with "Total Time" and "Remarks" fields but not able to design the pop up custom dialog box and sync it with my new customised button. I need to get the custom dialog box designed with the above two fields so that I can use both the fields to enter the data in the same way we do with "Resolve Case". How can I do this ?

Thanks,

Abhilash

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Case Management

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RE: Trying to hide the "Resolve Case" button in Case Entity and use the custom dialog box with "Total Time" and "Remarks" fields but not able to design the custom dialog box.

Hi Kiril,

As per my requirement, I need to create an exact custom dialog box which I tried to create using javascript but not getting it on click of Resolve Case button. I am able to fetch the GUID of the case but unable to update the fields of the case. Also I tried to get the custom dialog box as pop up but not getting it like the dialog we get on click of Resolve Case button so performing it on a window but still the status of the case is not getting updated.

On click on "OK", I am getting a new window.

Now, when I click on the Resolve Case, the status of the case is not getting updated.

Could you please provide me more assistance on this?

Thanks,

Abhilash
Radoslavov 406 on at

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RE: Trying to hide the "Resolve Case" button in Case Entity and use the custom dialog box with "Total Time" and "Remarks" fields but not able to design the custom dialog box.

Hi Abhilash,

As Leo Suggested you can create a custom dialog from Customizations > Customize the System > Processes >

I've created a simple dialog asking for what resolves the issue and populating the user's answer in the resolution section of the case, and resolving the case after that.

In order not to run the Dialog everytime by going to the case > Dialogs > Selecting the Dialog you can use Ribbon Workbench to create a Smart Button to start a Dialog or you can create a web resource JScript with the following code:

function ResolveCaseDialog (dialogID, typeName, recordId)
{

//Load modal
var serverUri = Mscrm.CrmUri.create("/cs/dialog/rundialog.aspx");

window.showModalDialog(serverUri + '?DialogId=' + dialogID + '&EntityName=' + typeName + '&ObjectId=' + recordId, null, 'dialogWidth: 615px; dialogHeight: 480px; resizable: yes; status: yes, scrollbars:yes');

//Reload form
window.location.reload(true);
Xrm.Page.data.entity.save("saveandclose");

}

Then add the JScript into a new button again using ribbon workbench

You can create far more complex dialog then mine, the logic is the same I've just provided you the basic guidelines.

Hope this will help you.

If this answer is useful, please mark it as "verified".
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RE: Trying to hide the "Resolve Case" button in Case Entity and use the custom dialog box with "Total Time" and "Remarks" fields but not able to design the custom dialog box.

Hi Leo,

Thanks for your help. I am trying to follow the solution which you have provided but not getting the "dialog" button from case and that is why not getting below dialog box. Can you please help me on this??

Thanks,

Abhilash
LeoAlt 16,331 Moderator on at

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RE: Trying to hide the "Resolve Case" button in Case Entity and use the custom dialog box with "Total Time" and "Remarks" fields but not able to design the custom dialog box.

Hi partner,

It is possible to replace the OOB dialog.

You could create a custom Dialog in process.

And then add a custom ribbon in case form by RibbonWorkBench and add command to open the custom Dialog.

You could refer to the following blogs for more steps and details.

https://www.powerobjects.com/blog/2012/02/02/use-a-dialog-process-in-microsoft-dynamics-crm-to-replace-the-case-resolution-form/

https://community.dynamics.com/crm/f/microsoft-dynamics-crm-forum/240364/resolve-case-dialog

Hope it helps.

Best Regards,

Leo