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

  • Suggested answer
    Community Member Profile Picture
    Community Member on at
    RE: Incident resolutiontype changed in Settings - Didnt know where anymore.

    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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