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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / [CRM4] Workflo...
Microsoft Dynamics CRM (Archived)

[CRM4] Workflow resolving cases

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Posted on by aki 160

Hi,

 I'm trying to configure a workflow that automatically resolve a case when the status is changed to "close".

(I added "close" to the status attribute on the case entitiy) 

When there is no open acitivity related to the case,the wolkflow works and the case is automatically resolved.

But if the case has related open activities , the workflow get started and suspended with no alert message.

How can I have the alert massage ,something like "There are open activities so you cannot resolve the case", which pops up when you try to close a case with open activities from the menu and get the workflow cancelled?

Any help would be greatly appreciated.

Thanks in advance.

aki 

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  • ltcv28 Profile Picture
    ltcv28 220 on at
    Re: [CRM4] Workflow resolving cases

    You would create a check condition that looks for any open activities that are related to the case, then if there were open activities you could either set their status to completed  or you could send an email stating their are open activities under whatever case number to the owner of the case.  The next step would be to close the case, which appears to be working for you.  You just need to add an extra step before to check if there are open activities and auto close them to completed or send an email that says the user needs to complete them.

    Good luck!

  • aki Profile Picture
    aki 160 on at
    Re: Re: [CRM4] Workflow resolving cases

    Thank you very much for your reply.

     I can add a check condition step but how can I configure the step that will look for any open activities that are related to the case?

    I would appriciate your help. 

    aki

     

     

  • Leon Tribe Profile Picture
    Leon Tribe 7,034 on at
    Re: Re: Re: [CRM4] Workflow resolving cases
    Under the Workflow 'Related Entity' is an Activity Count and Activity Count with Workflow option. These count the number of open activities created by a user in the first instance and by users and workflows in the second. My guess is you'd use these for the conditional. Leon Tribe Want to hear me talk about all things CRM? Check out my blog http://leontribe.blogspot.com/
  • aki Profile Picture
    aki 160 on at
    Re: Re: Re: Re: [CRM4] Workflow resolving cases

    It worked perftct!

    Thank you very much for your help.

    regards, 

    aki

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