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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Workflow to block agen...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Workflow to block agent from going to approve stage if fields are not filled

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Posted on by Cat_Car 196
Hello, 
I am trying to create a workflow that stops the agent from going to the next stage of the case if the current status is put to "Ready for approval" and if certain fields are not filled and just want to post a message saying "please fill all important fields".
Want to specify that I don't want to put mandatory fields since it would block the process if the agent does not yet have the answers. Those fields are in the form and not in the service stages.
 
I've tried multiple ways of doing this workflow, but obviously I am missing something since it is not working.
I attached a document with my screen prints.
 
Example of the form :
 
Could someone PLEASE HELP? Thank you.
Cat_Car
Workflow case.docx
Categories:
Dynamics 365 Customer Service
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  • Suggested answer
    Tom_Gioielli Profile Picture
    Tom_Gioielli 3,090 Super User 2026 Season 1 on at
    Business Process Flows have their own "Required" type of fields, but it can be confusing because they are not really the same thing as a field being required on the table or form itself. Instead, a required field in the business process flow is one that must be populated with some value before the stage can be moved forward. If the field is required to be populated prior to the stage being advanced, then it should probably be in the process flow. That would be my first recommendation and would adhere to best practices with the minimal amount of effort.
     
    However, If you don't want to do the above, you can still do this a few ways with a little more work.
    1. Create a formula field on table (can alternatively be done with a real time workflow). The field should be called something like [Ready to Progress] or something similar. You then mark this as a required field in your stage and lock it, so only admins can make changes. You then use the formula or a workflow to set the field to TRUE only if your conditions are met
      • It should be a Boolean field, so the only possible values are true or false
      • Mark the field as required in your business process flow stage
      • Use the formula or a workflow to set the field to TRUE only if all of your conditions are met 
    2. You can create an action and set it to run on exit of the stage or on entry to the next stage. The action should check to see if the needed fields contain data, and if the status is "Ready for Approval". If one of the criteria is not met, have the action cancel with an error or set the stage back to the prior value.
     
    Personally, I like option 1 better as it gives the users a clear sense of whether they are clear to move to the next stage before trying to do so. You could even modify your BPF so the next stage doesn't show unless the field is set to TRUE.
     
    If this answer helped, please consider marking as verified. 
  • Suggested answer
    Fameeda Yaseen Profile Picture
    Fameeda Yaseen 451 on at
    HI,
    You don't need any workflows, Please mark the field required from the process Editor. if the fields are mandatory then the system should now allow the use to go to the next stage without filling those fields. 
    https://learn.microsoft.com/en-us/dynamics365/sales/customize-business-process-flows?tabs=SE
     
  • Cat_Car Profile Picture
    Cat_Car 196 on at
    Hello Fameeda and Tom.
    Thank you for your suggestions. It seems more complicated to to this workflow without too much trouble. 
     
    Fameeda, it is not possible for me to put the fields required because there are placed in the form and not in the process. And if the agent is still investigating the case, those fields are usually not filled at that point and the agent would be blocked if I put them required.
     
    Cat

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