Automate Case Resolution via Workflow?

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Posted on by Community Member Microsoft Employee

I would like to automate the resolution of cases through an on-demand workflow or workflow that runs in the background. It seems that this would be possible, but it seems more difficult than it should be. I found similar questions, but it seems that the only solutions were 3rd party or code-based. With the latest updates, I wondered if it has become any simpler.

We have a ticketing system from another application that sends e-mails to the latest Dynamics CRM Online (2016). The "work" is automatically performed by that other system, so the CRM case is opened and the work has already been performed at that point, but we track the "billable time" in Dynamics CRM. The problem is that we'd like to close these cases out in batches or at the time they are opened, with specified billable time & resolved by text. It is currently a manual process of having to go through and enter the same info in each case 50x-100x per day.

Is there a way to automate this through a workflow, even though (as I understand it) Case and Case Resolution are 2 separate entities?

It seems that this would be simple with a workflow and that we are not the only CRM user with a basic need like this. Thanks in advance!

G. Theo Gunkler
Cirrulogix

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sandeepc 5,005 on at

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RE: Automate Case Resolution via Workflow?

Try this to auto resolve case
Community Member Microsoft Employee on at

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RE: Automate Case Resolution via Workflow?

Hi Vanessa, this is very helpful! I'm looking for the same solution. However, I my workflow for some reason doesn't work. I think the reason is that I set up properties in step 2 (update case to solved) incorrectly. Could you please share screenshot of how should these properties be configured?

Thank you in advance!
Community Member Microsoft Employee on at

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RE: Automate Case Resolution via Workflow?

Thanks for sharing your solution. I am trying to track the billable time as well, preferably using the existing entity field that has been tracking the case resolution time. I may end up using your solution and creating a new time field in the Case entity, but I'd prefer to use existing fields & entities where possible for this so I don't break existing or future functionality regarding cases. I'll keep your solution in mind in case there are no other options.
Vanessa Souter 160 on at

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RE: Automate Case Resolution via Workflow?

hi

I have created a workflow that auto closes the Case. ON CREATE.

I created a new field on the case for called resolution - dropdown list.

The user selects the resolution field and that kicks off the workflow.

The workflow has two stages.

1. Checks the case is active and there is data in the resolution field ( my new field )

2. Updates CASE status to problem solved & Changes RECORD status to problem solved.

it works for me so give it a go.