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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Case Resolution Notes ...
Microsoft Dynamics CRM (Archived)

Case Resolution Notes - Need to make visible on Case Form

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Posted on by Community Member

I'm researching an issue where our Case Resolution Notes/Remarks are not showing up on the actual Case. We are using Dynamics CRM 2015 on-prem; this feature is something that was available in the 2013 release, but once we upgraded to 2015, the notes disappeared. Any ideas on how to get this added back?

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  • Suggested answer
    a33ik Profile Picture
    a33ik 84,331 Most Valuable Professional on at

    Hello,

    Notes from close case dialog are located inside Close Case entity associated with closed case. Close Case activity you can find under activities of case.

  • Community Member Profile Picture
    Community Member on at

    Can you provide more details on how to pull this into the case form? I'm pretty new to Dynamics and still feeling my way around all the settings.

  • Suggested answer
    a33ik Profile Picture
    a33ik 84,331 Most Valuable Professional on at

    Check following screenshots:

    9_5F00_1.png

    9_5F00_1.png

    Feel free to ask if you need additional help.

  • Community Member Profile Picture
    Community Member on at

    So what item do i need to add to the case form (screenshot below of how it's currently setup)?

    Case-Form-Setup-View.PNG

  • Suggested answer
    a33ik Profile Picture
    a33ik 84,331 Most Valuable Professional on at

    You already have it - Notes section.

  • Community Member Profile Picture
    Community Member on at

    except resolution notes are not showing when cases are resolved. We're wanting to pull in the remarks/notes added on the resolution pop-up screen without having our service reps enter it twice.

  • Suggested answer
    a33ik Profile Picture
    a33ik 84,331 Most Valuable Professional on at

    I'm not sure what's wrong with your system but this is what I see in mine:

    9_5F00_2.png

    So for resolved case I do see Case Resolution details under activities section.

    Could you please provide a screenshot of resolved case window?

  • Community Member Profile Picture
    Community Member on at

    Resolved-Case-Screenshot.PNG

  • Suggested answer
    a33ik Profile Picture
    a33ik 84,331 Most Valuable Professional on at

    Try to remove notes control from form, save and publish, put it back, save and publish again.

  • Community Member Profile Picture
    Community Member on at

    no such luck :(

    Post-update.PNG

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