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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Problems resolving cases
Microsoft Dynamics CRM (Archived)

Problems resolving cases

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Posted on by Community Member

Hello,

a few of my users are experiencing problems when trying to resolve a case.

The errors vary and sometimes also the circumstances but it's really annoying.

So for example in a certain users case he cannot resolve some random case until I change the status from "Waiting for customer", he is not allowed to change the status and cannot resolve the case. If I change the status of the case he can close it, I also can go directly to the case and resolve it from "waiting for customer" status.

Another user just randomly without a seen pattern is not allowed to resolve a certain cases. I can go in and resolve it for her. The error she gets is usually "Unexpected Error".

Any tips?

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I have the same question (0)
  • Community Member Profile Picture
    Community Member on at

    Sounds like an issue with security roles, assuming you are admin (and have full permissions). Maybe this other user lacks required access (read, write, something else) to an entity or field which is required in order to resolve a case.

  • Community Member Profile Picture
    Community Member on at

    Hi,

    we basically only use Full admin and user without any real granularity in between. It might be the case. Especially regarding the case that is constant (changing from "Waiting for customer") however I also experience random error when trying to resolve (always the same user though) which suggests it's not access related since it works some times.

  • Community Member Profile Picture
    Community Member on at

    The unexpected error one first, are you able to get the log file off the user when they experience the issue, it should guide you towards the cause.

    I assume it is not the fact that the user is trying to resolve when there are open activities.

    Do you have any plugins/workflows etc which fire off stage changes in the case?

    Security role is usually the most liekly but in the error message presented if you get the log file it will tell you the specific privilage that is missing.

  • Suggested answer
    PatSau Profile Picture
    PatSau 27 on at

    Hi Dennis,

    I presume you don't have any custom script running on the page.

    Are the users that are having a problem Full Admin or one of the security roles?

    Can you copy any errors you are getting.

  • Community Member Profile Picture
    Community Member on at

    I, as an admin get a warning when there are open activities. Do "regular" users not get the same warning and it throws an error instead?

  • Suggested answer
    PatSau Profile Picture
    PatSau 27 on at

    No users should be able to close a case with open activities.

  • Suggested answer
    Lucas Blackburn Profile Picture
    Lucas Blackburn on at

    I would check your status reason transitions.  (Go to your solution -> Case -> Fields -> Open Status Reason).  At the top of the Status Reason field screen there is a button to "Edit Status Reason Transitions".  Depending on how those are setup, it may not allow you to close a case without first having the appropriate status.

  • Community Member Profile Picture
    Community Member on at

    Hopefully you have resolved the issue.  We are having a similar issue.

    Can you perhaps remember how it was resolved

  • Verified answer
    Community Member Profile Picture
    Community Member on at

    We "resolved" it by giving more generous permissions to the affected users. All the users that had the issues were agents.

    Given the smaller size of our support organization it was an easy and viable option. So I did not really solve the actual issue but rather implemented that workaround. Sorry I can't be more helpful.

    Regards

    Dennis

  • Community Member Profile Picture
    Community Member on at

    We might end up doing the same.  But thank you very much for your prompt reply.

    All the best

    Ansie

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