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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Email status "Can...
Microsoft Dynamics CRM (Archived)

Email status "Cancelled" after closing/resolved the Case

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Posted on by KaeL 220

Hi guys do you have any idea what is the cause of this behaviour on the activities section on the case entity, first the user sent an email and the status of the email is completed and when i close/resolve the case it change the status of the sent email into cancelled. Thank you so much for the help.

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  • Suggested answer
    roy98123_iqvia Profile Picture
    roy98123_iqvia 4 on at
    Email status "Cancelled" after closing/resolved the Case
    I'm facing the same problem that everyone here, in my case, I'd like to keep the tasks open, just the tasks, no other activities.
    What I did is create a flow that is triggered when the case is closed, I don't have a timing issue because I just have to update 1-3 tasks, but this could be a solution for now. It seems is working for me.
  • jim.corriveau@chesterton.com Profile Picture
    jim.corriveau@chest... 327 on at
    RE: Email status "Cancelled" after closing/resolved the Case

    KaeL,

    Before 2023 wave 1, the standard behavior that I would see is any draft emails would automatically be set canceled when a case was resolved or canceled.  Now, Users are reporting they are getting a warning when they resolve a case that they have 'open activities' and they will be canceled if they continue.

    Has anyone else seen this and is there a system setting where I can turn this off?

  • Sandeep Chinni Profile Picture
    Sandeep Chinni 70 on at
    RE: Email status "Cancelled" after closing/resolved the Case

    Hi,

    If the email is not yet sent and the case gets resolved, will the email be canceled? Is that OOB behavior of dynamics?

    Thanks!

  • nkhemji Profile Picture
    nkhemji 2 on at
    RE: Email status "Cancelled" after closing/resolved the Case

    I think the case is closed before the email got sent that's why email is marked as cancelled.

  • Suggested answer
    gdas Profile Picture
    gdas 50,085 on at
    RE: Email status "Cancelled" after closing/resolved the Case

    Hi Kael,

    Please check following -

    - Is there any workflow you have on case status change event .

    - Do you have any plugin which is registered update or setstate message of the case.

  • Suggested answer
    Pawar Pravin Profile Picture
    Pawar Pravin 5,227 on at
    RE: Email status "Cancelled" after closing/resolved the Case

    Hi ,

    Can you please check is there any custom wf/plugin/js which is updating status and status reason in background.

  • Suggested answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Email status "Cancelled" after closing/resolved the Case

    Hi Kael,

    Are you sure there is no custom logic that's doing this ? Because I don't think this is OOB behavior

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