Skip to main content

Notifications

Announcements

No record found.

News and Announcements icon
Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Reactivate a Business ...
Microsoft Dynamics CRM (Archived)

Reactivate a Business Process Flow on Cases

(0) ShareShare
ReportReport
Posted on by Community Member Microsoft Employee

We have a Business Process Flow on Cases, to guide Service Desk Engineers through the Case stages.

This Business Process Flow starts default on every case. It has currently 4 stages.

- Intake

- Analysis

- Resolution

- Verification

After Verification with the customer, the Case should be closed. So when pressing 'Finish' on the Business Process Flow, the case should be set to 'resolved'. We don't want to use the 'Resolve Case' button.

We have an Automatic Record Creation and Update Rule active which has following option active:

Create case when the case associated with the activity is resolved since 7 days

 


When a customer replies on a case, within 7 days after it was resolved, the case re-opens. But how can I reactivate the Business Process Flow (without java is possible)?

Thank you

*This post is locked for comments

  • Vaidehi Profile Picture
    Vaidehi 17 on at
    RE: Reactivate a Business Process Flow on Cases

    Hello Martijn,

    Did you find an answer to this?

    I'm also looking for a solution to reactivate a BPF on a certain stage automatically when a case re-opens. 

    Right now when a case re-opens, the case status is 'New', but the BPF still shows completed. I want the BPF to start afresh from beginning or from a specific stage of BPF.

    A feedback/solution would be absolutely helpful.

    Thank you.

    Regards,

    Vaidehi

  • Suggested answer
    Priyanka199 Profile Picture
    Priyanka199 15 on at
    RE: Reactivate a Business Process Flow on Cases

    How to reactivate the BPF without clicking the Reactivate button, How to automate it on field change.

  • Suggested answer
    Abdul Wahab Profile Picture
    Abdul Wahab 12,070 Super User 2024 Season 1 on at
    RE: Reactivate a Business Process Flow on Cases

    Hi Martijn Lernouldt,

    Are you still facing this issue?

    Let me know if I can provide you with more details.

    Thanks
    Regards,

    Abdul Wahab
    Power Platform/Customer Engagement Developer/Lead/Solution Architecture/Project Manager
    Direct/WhatsApp:+923323281237
    E-mail: abdulwahabubit@outlook.com
    Skype: abdul.wahabubit
    Linkedin: www.linkedin.com/.../

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Reactivate a Business Process Flow on Cases

    In short: How to reactivate a Business Process Flow on a certain stage automatically when a case re-opens? (without clicking the Process Reactivate button).

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Reactivate a Business Process Flow on Cases

    Hi Ravi,

    Thanks for your answer.

    Closing is indeed no issue.

    But how to reactivate the BPF without clicking the Process Reactivate button. I want the BPF automatically reactivated, and going back to analysis.

    Thanks

  • Suggested answer
    RaviKashyap Profile Picture
    RaviKashyap 55,410 on at
    RE: Reactivate a Business Process Flow on Cases

    Hi Martijn,

    1. To automatically close the case when verification is done, you can use the real time workflow and set the status to resolved. You need to trigger this workflow on change of verification field (assuming its a Two Option/ check box field)

    2. You can reactivate the BPF by clicking , Process >> Reactivate once the case is reactivated.

    Hope this helps.

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

December Spotlight Star - Muhammad Affan

Congratulations to a top community star!

Top 10 leaders for November!

Congratulations to our November super stars!

Tips for Writing Effective Suggested Answers

Best practices for providing successful forum answers ✍️

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 291,269 Super User 2024 Season 2

#2
Martin Dráb Profile Picture

Martin Dráb 230,198 Most Valuable Professional

#3
nmaenpaa Profile Picture

nmaenpaa 101,156

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans