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Hi Team
How to store and capture case resolution for case entity. I have read many of post in online they suggested to create plugin. So I'm not familiar in plugin. So please provide the code for plugins or any alternative way is there. Kindly help me for this issue.
If make resolution form customization means. How read and write permission give to the form. After case closed also can I able edit the form
Thank you
Vetrivel G
Hi partner,
Due to the case resolution entity could not be found in workflow and MS Flow, so that users could only use plug-ins to get the data from case resolution form.
But I recommend to use another way without coding.
1.If you want to get the case resolution and show it in case entity form, you could refer to my another answer.
https://community.dynamics.com/365/customerservice/f/dynamics-365-for-customer-service-forum/386655/trigger-resolve-case-dialog-when-click-on-button-finish-in-business-process-flow
This solution will show the case resolution in case form.
2.If you want to edit the case resolution form, it is not supported in D365. So if you use the above solution I provided, you could reopen the case and fill the case resolution again and close the case, and the case resolution form data will also updated at the same time.
Hope it helps.
Best Regards,
Leo
Hi Leo,
I have tired which your suggested article its not working.
vetrivel G
Thank you. In my case we are not using the phone to process flow ( disabled the flow). We are using email channel only. How to achieve this.
Where I need find those button options.
If I create form and field in case resolution for case. Entity means. What happens existing resolution form. Kindly needful
"Email channel" means you only create case by email or you created a new custom BPF named "email channel"?
1.If you only create case by email, you need to create a plug-in to do this.
http://missdynamicscrm.blogspot.com/2015/02/capturing-and-storing-case-resolution-case-entity-CRM.html
2.If you are using a custom BPF named email channel, you could go to Settings->Processes->Business Process Flow, find Email Channel and edit it.
And we could not add new forms for case resolution entity, it is not supported in D365.
But we do could add custom fields on case resolution form, and the fields will display on the case resolution form when you click on resolve case.
https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave1/dynamics365-customer-service/configurable-case-resolution-page
Regards,
Hello Leo,
User sending mail from outlook to support ID and we are not using other channel except email. So your mentioned phone to process workflow that solution didn't be support my case. kindly guide me.
Hi Team,
I'm trying to edit resolved case form. Because need store resolution, actual effort hours per case and formpro rating in case Entity. kindly needful how to achieve this.
No duplicated threads, please.
Sure,
As I said before, we could not modify the data after case resolved.
And if you did not trigger the workflow successfully, please go to Settings->System Jobs to check the reason.
I'm facing below error in workflow.
One more query If this solution will work email channel and we are using customer service hub only? my customer creating request only from outlook. Kindly help me.
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