Create Advanced View for Case Resolutions

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Posted on by rmcanally65

Hi all:

I am trying to create an Advanced View from Cases, where I can see the resolved Cases but, as columns, see the Resolution Type, Resolution (Subject), and Billable Time; is this possible? I see there is a relationship from Case to Case Resolution, but it is not an option when trying to select related records and columns from those records.

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ashlega 34,477 on at

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Hi,

you might want to do it differently - build a view for "activities", filter them by activity type (should be "case resolution"), and add case fields (from regarding(case) ) to that view.

Basically, the problem is that all those resolution fields are in the "case resolution" activity entity:

http://www.crmsoftwareblog.com/2011/10/cases-and-resolution-activities-in-microsoft-dynamics-crm-2011/

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Royal King 27,686 on at

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Whenever case gets closed crm automatically creates case resolution record. When you reactivate the closed case system cancels the existing case resolution activity and when you close the case again it creates new case resolution activity as completed. As case can have more than one case resolution , case and case resolution has one-to-many relationship.So you can't add case resolution fields as column in case view. One option would be adding dashboard with case resolution view with only status completed and in that view you can add all case fields.

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Aileen Gusni 44,524 on at

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Hi Robert,

You cannot create a view including Case plus Case Resolution columns since you cannot show columns from Child entity (Case to Case Resolution is 1 to many, it means Case Resolution is the child)

And the Case Resolution entity is not available in the advanced find view entity, you can use Activity view, I agree then filter the Case resolution as the Activity Type, but you cannot show the columns from Case Resolution entity, which it is what you wanted. I am afraid you might need to create a custom report.

The entity name is IncidentResolution

Hope this helps!

Thanks.

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rmcanally65 on at

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Aileen:

As usual, great advise....thanks for the help! This works perfectly for the user.

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