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Dynamics 365 Community / Forums / Customer Service forum / Custom Popup Window di...
Customer Service forum

Custom Popup Window displaying Case Resolution Fields

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Posted on by Durgesh Vishen 10

Hello Everyone!

I want to customize the Case Resolution entity form. I would like to change the size and character of the Resolution and Remarks fields. I am aware that the entity is NOT customizable. So I need to create a Custom Popup HTML web resource and create a new "Resolve Case" button on Case entity.

However, I am having trouble creating a SUPPORTED way of creating a popup. I would really appreciate if anyone can suggest me a supported way of creating a HTML Popup window, kind of looking similar to current Out of the box popup window when we click on "Resolve Case" button on Case entity.

This is what the default behavior Resolve Case has

 Current.JPG

Can someone suggest me what can i do to create above looking like window and supported way

And i have created following

Created.JPG

Also if anyone has any other kind of suggestion or solution, i would really appreciate

I have to change the Resolve Case Dialog in a below way

Case-resolve-dig.JPG

Categories:
Case Management
  • Suggested answer
    Matt Collins-Jones Profile Picture
    Matt Collins-Jones 230 User Group Leader on at
    RE: Custom Popup Window displaying Case Resolution Fields

    Hi  Durgesh

    If this is not urgent, you could consider waiting so that the case closure resolution is customisable. It was announced to be part of the Wave 1 2019 update but then it slipped out of this update. Customisation of the Opportunity Close dialog is currently in public preview for Wave 2 coming this October so the case resolution may be very close to being implemented.

    thanks

    Matt

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Custom Popup Window displaying Case Resolution Fields

    Hi,

    If you need to add a custom Resolve Case button to the command bar or modify the existing one to call your custom popup using the Ribbon Workbench, then that alone is an unsupported ribbon modification.

    For the popup itself, you can create an html web resource that renders the fields you want and call a workflow that resolves a case and generates a case resolution activity. This custom web resource can be called by modifying the action on the resolve case button (again using the ribbon workbench)

    Also another option is to create a dialog but I advice against that as Dialogs are on their way to death soon unless you are on premise with no plans to go online, then dialogs may make sense. This is a dialog example www.powerobjects.com/.../

    My opinion is do one of the above ( you will need to live with some unsupported customization) and wait for Microsoft to make that form customizable  as they seem like going that route by recently making the opportunity close form customizable .

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