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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Incident resolutiontyp...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Incident resolutiontype changed in Settings - Didnt know where anymore.

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Posted on by aubex GmbH - Tobias... 5

Hello Dynamics Community,

i have a little (big Problem with my Incident's.

Anywhere in the Customerservicehub (or any other App, dont know) i changed the or added more resolutiontypes. 

pastedimage1646904283028v1.pngpastedimage1646904306128v2.png

I know i can use a costum "Close-form" and then change the fields etc etc... But thats not what i want.

Does anyone had an Idea? Using D365 Sales, Customer Service, Marketing ...

Thanks a lot.

Tobi

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  • Suggested answer
    Community Member Profile Picture
    Community Member on at

    Hi aubex,

    What you want is adding new options in 'Resolution Type' field, right?

    1.Add options to the Status Reason of Case:

    pastedimage1647241069264v1.png

    Note down the value listed in the Value field: 881,990,000

    2.Add options to the Resolution Type of Case Resolution

    pastedimage1647241576858v3.png

    Result:

    pastedimage1647241661676v4.png

    You can refer the following document for more details:

    https://docs.microsoft.com/en-us/dynamics365/customer-service/modify-case-resolution-dialog?tabs=customerserviceadmincenter#add-custom-values-to-the-case-resolution-dialog 

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