Can you cancel a case using a case resolution activity?

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Posted on by Laura NHG

I'm almost certain that in previous versions of dynamics one could create a case resolution (with it updating the case status to canceled) when cancelling a case. I don't seem to be able to find that option now.

Am I imagining things? Is there any way to achieve this?

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Hi Laura,

Unfortunately, we can’t open the case resolve dialog directly by clicking ‘Cancel’button expect clicking on "Resolve Case" button.

But you can use workflow to create case resolution when case status is ‘canceled’.

Go Settings > Process to create a workflow in case entity.

Then Add 'Check Condition' and ‘Perform action' step:

(1) Check Condition:

(2) Perform Action--ResolveIncident.

click 'Set Porperties' to fill value in Case Resolve dialog like "remark", "resolution".

If you want to use dynamic value, you can create new fields in case form before creating workflow, then use them to fill fields in following screenshot.

Save and Active the workflow.

Regards,

Leah Ju

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Laura NHG 5 on at

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Thanks Leah, that's perfect.

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