What is the best way to resolve a Case, in Dynamics 365, using Microsoft Flow?
So the only way I can think, is update an extra flag field on Case, then trigger CRM workflow to resolve the Case.
But it looks very ugly?
Is there any better way?
Thanks for any help.
Solved! Go to Solution.
Thanks for feedback.
I have tried Dynamics 365 action Update a record, it seems that though the flow finished the run, the status of the case is still Active.
A workaround would be use Dynamics 365 Workflow to resolve the case.
I will help confirm it on my side and back to you later.
Thank you for reply
As I said,
this workaround is working:
Flow -> Update an extra flag field on Case, then trigger CRM workflow to resolve the Case.
But I am not sure, if there is a better way
We cannot "Resolve" a case directly from flow without the any side tweak (creating other fields etc) as there is a Resolution Field that is a required one when you Resolve a case. All you can do from Flow is close/ cancel a case.
You can find many articles on resolving a case with tweaks like using plugins, creating custom fields to pass values etc.
Hope this Helps!
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There's been a recent update where we can Update an incident after being Resolved.
You just have to change a setting in Customer Service Hub and voilà. Hope it will help others 🙂
Here it's as simple as that :
In case anyone else finds this older thread looking for an answer, the step provided by @ashar is the solution. You just need to add a Case Resolution record and associate it to the case. The case is then marked resolved and deactivated.