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How to change the merged case state into in progress

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Posted on by Community Member

Hi Everyone,

I have a requirement, How to change the merged case state into in progress instead of canceled in customer service hub.

Thank you

Vetrivel G

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LeoAlt 16,331 Moderator on at

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RE: How to change the merged case state into in progress

Hi Partner,

Please try another action: change status.

After I merged this case, its status has been changed to "In Process" automatically.

Regards,

Leo
Pankaj Gogoi 3,177 on at

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RE: How to change the merged case state into in progress

Are you running the Workflow as Background processes?

I am running the workflow as background and when I merge a case, it shows the status as canceled. Once the workflow is succeeded, it change the status to In Progress. maybe you need to refresh the grid.

Hope this helps

Best Regards

PG
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RE: How to change the merged case state into in progress

Hi Leo,

I didn't found any error in the workflow I have followed all steps. Still, the case going to cancelled state.

Workflow

Output

Process Session

Thank you

Vetrivel G
Pankaj Gogoi 3,177 on at

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RE: How to change the merged case state into in progress

Hi Vetrivel,

Like I said, you can use a workflow and Leo gave you the exact screenshots of the workflow. Since you are running the workflow as background process, it takes little bit of time. You can open the workflow and go to Process Session and you will be able to see if there are any errors.

I hope you have set the status to Active on case update.

Hope this helps

Best Regards

PG
Community Member on at

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RE: How to change the merged case state into in progress

Hi Leo,

The above workflow worked in an instance as well. But one of the cases always going to cancelled state. we need to remove this cancelled always in progress.

Thank you

Vetrivel G
Suggested answer

LeoAlt 16,331 Moderator on at

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RE: How to change the merged case state into in progress

Hi Partner,

You could create a workflow and set its trigger condition to when the status changed to "Merged". In D365, case will only be set to "Merged" when it is actually been merged.

Then add an update step to set the status to whatever you want.

Best Regards,

Leo
Pankaj Gogoi 3,177 on at

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RE: How to change the merged case state into in progress

Hi Vetrivel,

When a case is merged, the state of the case is changed to canceled, and the status is changed to merged. This is because it is merged into another case and all of the open case activities, emails, and attachments are now associated with the case it was merged into.

https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-merge-cases

If you set the status as in-progress, then it will defeat the purpose of merging and you will have redundancy.

You can create a workflow and check if the Status is Merged and then update the Status of the case to Active.

Best Regards

PG