Trying to find a date stamp for Cases that are Resolved

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Posted on by rmcanally65

Using 2013 Online

Is there a way to populate a custom field via a Workflow to reflect the date/time a Case was changed to Status=Resolved? I have tried with Modified On, but my workflow goes into Waiting state; I'm guessing this is because the field is present in the Case form but cannot be written to if the Case is Resolved.

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Karth on at

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You could make use of the 'Modified On' field for Resolved On, because the last activity that was done on the case was to resolve it. The 'Modified On' field captures the timestamp. This is by far the easiest solution. Just add the Modified On field on the 'Resolved Cases' view, and you would be able to see when the case was resolved.

The other option is to achieve this using presetstate plugin. Have a field on the Case form called 'Resolved On'. The PreSetState plugin populates the timestamp info on this field when the case is about to be resolved.

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Donna Edwards 2,996 on at

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Correct, you can not update a Case once it is resolved. An oob solution is to change your process from using the oob Case resolution button and replace it with a Dialog to close the case or a workflow. In the dialog or workflow, you can first set the Resolution Date and then allow the user to close the case.

This is a common request and one you will probably find a suggestion for on connect.microsoft.com. You can vote up any suggestions you find.

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Shh on at

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After you resolve a case, there are a record writing backend by MSCRM to an entity called "Caseresolution". You can have a look from Advance Find.

So if you resolve a case, reactivated it and resolve it again, you will find a few record created under this entity.

if you first resolve a case, a record is created under caseresolution,

If you reactivate the case, the previous record will mark as "cancel" (if I not remember wrongly).

if you resolve the case again, a new record is created.

You may find all the history date from this entity like how many time it been resolve before and etc.

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Josh Thompson 1,115 on at

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+1 for Donna and SHH responses. To add to that, you can get the resolved date from the incident resolution view; if you have scribe or a similar tool it is exposed. Incident Resolution (closing a case) is really an activity that is created. ActivityTypeCode = 4206 (4206=objecttypecode for incidentresolution)

You cannot update a case once it is closed but the closed date should be the createdon of the activity if I remember correctly. There is probably a way to include that on the form if you can utilize REST to pull the activity typecode = 4206 and incidentid for the incident you are on.

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rmcanally65 on at

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Thanks to everyone for the answers! For now, I've convinced the user to use a modified "Resolved Cases" report & view I created for him.

I will look into implementing both or one of the suggestions from Donna and Josh.

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Donna Edwards 2,996 on at

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Great, glad you have a solution. If your users are open to a report, you can pull the Actual Close date from the related Case Resolution activity into the report along with other information from the Case.

I don't generally recommend using the Modified On date of the Case because my experience is that it can be unreliable. I've seen that date get updated even after a case is closed if there are integrations or other back-end services running. Proceed with caution if you are using that date ;) Dates associated with the related Case Resolution activity are reliable.

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JaiG on at

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Donna, how can you pull the actual close date from the related case resolution activity? Can you provide more details?

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Donna Edwards 2,996 on at

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You can begin with a query like this. I created it using Advanced Find and then exported the XML.

<fetch version="1.0" output-format="xml-platform" mapping="logical" distinct="false">
<entity name="activitypointer">
    <attribute name="activitytypecode" />
    <attribute name="statecode" />
    <attribute name="activityid" />
    <attribute name="instancetypecode" />
    <attribute name="community" />
    <attribute name="createdon" />
    <attribute name="actualend" />
    <order attribute="activitytypecode" descending="false" />
    <filter type="and">
      <condition attribute="activitytypecode" operator="eq" value="4206" />
    </filter>
    <link-entity name="incident" from="incidentid" to="regardingobjectid" visible="false" link-type="outer" alias="a_4ae6af13ffd6441fb2c1aacb4f41f52c">
      <attribute name="title" />
      <attribute name="ticketnumber" />
    </link-entity>
</entity>
</fetch>

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Community Member on at

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Hello,

I'm not sure that this is still required but my two cents on this matter nevertheless.

You can try creating an async workflow to run when the case status changes to 'Closed' and then update the 'Closing Date' field as 'ExecutionTime(Process)'. This basically means that the Closing Date will be stamped with the Date time that the workflow is executed ,ie, on the closure of the case.

Regards,

Chris M.

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Vin.k.S 95 on at

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When the case is marked as resolve it is updated with the statecode, you can identify that statecode inside a preoperation plugin and populate the DateTime in a new field call "Case Resolved". And can even make it empty when the case is reactivated again.

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