Resolution field for case entity

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Posted on by Community Member

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

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Answers (1)

Brandon Sambat on at

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RE: Resolution field for case entity

Thank you for using the Dynamics Communities.
LeoAlt 16,331 Moderator on at

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RE: Resolution field for case entity

Hi partner,

1.Did you set a Queue to "To" field in workflow?

Please make sure that the queue you chose has a valid email address.

2.This workflow will work in D365 no matter UCI or legacy client.

You should set an email address in your queue, and then if this workflow has been triggered, D365 will send an email to the email address in your queue.

Best Regards,

Leo
Community Member on at

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RE: Resolution field for case entity

Hello Leo,

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.

Thank you

vetrivel G
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LeoAlt 16,331 Moderator on at

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RE: Resolution field for case entity

Hi partner,

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.

Regards,

Leo
Community Member on at

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RE: Resolution field for case entity

Sure,
a33ik 84,331 Most Valuable Professional on at

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RE: Resolution field for case entity

No duplicated threads, please.
Community Member on at

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Edit resolved case form in case Entity

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.

Thank you

Vetrivel G
Community Member on at

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RE: Resolution field for case entity

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.

Thank you

vetrivel G
Suggested answer

LeoAlt 16,331 Moderator on at

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RE: Resolution field for case entity

Hi partner,

"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,

Leo
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RE: Resolution field for case entity

Hi Leo,

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

Thank you

Vetrivel G