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Move related time entries when case is merged

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Posted on by CU17101358-0

Hi!

We are using Dynamics CS for our support team to handle cases. They use time entries (just like in Field Service and Project Service) to add their time spend on a case. We use these time entries for invoicing.

Now, sometimes cases have to be merged, this process works fine. However, the problem we encounter with this is that the time entries of the merged case are not moved over to the other case that it is merged with. This is a problem for us, as in this way we miss time entries that should be invoiced.

Is there a way to make time entries move over to another case when the case is merged?

I have tried workflows but I can't figure out how to do it.

Thank you in advance!

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Bipin D365 28,983 Moderator on at

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Hello,

You can write plugin on Merge message to move your time entries record to merged case.

mscrmtechie.blogspot.com/.../plugin-on-merge-message-in-crm.html

Please mark my answer verified if this is helpful!

Regards,

Bipin Kumar

Follow my Blog: xrmdynamicscrm.wordpress.com/

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Hi JR61,

"They use time entries (just like in Field Service and Project Service) to add their time spend on a case", you created new relationships between time entry and case entities?

On merging the subordinate record gets deactivated and linked to the master record.

There are two fields that stores related information in crm--Merged and masterid.

Identifying merged records - Mark Carrington

So you can use change of these fields to trigger workflow, then do other steps.

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CU17101358-0 48 on at

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Thank you for your suggestions!

I tried making a workflow process to update the time entries records, however with a workflow I wasn't able to list all of the time entries that are related to the case.

Eventually I ended op making a flow in Power Automate, which is triggered when the 'merged' field on a case is updated. Then I added a 'List' time entries action and a 'List' cases based on master id action. After I got these results I was able to update all time entry records.

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Hi JR61,

Yes, there are no OOB steps to update child records in workflow, but you can achieve it through installing custom tool:

Dynamics-365-Workflow-Tools/Update Child Records.md at master · demianrasko/Dynamics-365-Workflow-Tools · GitHub

Also, Power Automate you mentioned indeed is one good tool to achieve all.

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Hi JR61,

Can you click Yes under "Did this answer your question?" to close this thread if my answer is helpful.

Thanks in advance!:)

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