Email status "Cancelled" after closing/resolved the Case

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Posted on by KaeL

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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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Community Member on at

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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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Pawar Pravin 5,237 on at

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Hi ,

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

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gdas 50,091 Moderator on at

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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.

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nkhemji 4 on at

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

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Sandeep Chinni 70 on at

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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!

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jim.corriveau@chest... 81 on at

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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?

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roy98123_iqvia 4 on at

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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.

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