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wingzeroaa
Frequent Visitor

Dynamics 365, how to resolve Case using Microsoft Flow?

Hi,

 

What is the best way to resolve a Case, in Dynamics 365, using Microsoft Flow?

 

I tried:

  • update Case status directly, failed with error message 'In order to set state of incident to Resolved, use the CloseIncidentRequest message instead'
  • create Case Resolution record. Record is created, but Case is still active.

 

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.

 

Regards,

Zhenyu

1 ACCEPTED SOLUTION

Accepted Solutions
ashar
Microsoft
Microsoft

8 REPLIES 8
v-yamao-msft
Community Support
Community Support

Hi @wingzeroaa,

 

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.

 

Best regards,

Mabel

Community Support Team _ Mabel Mao
If this post helps, then please consider Accept it as the solution to help the other members find it more quickly.

Hi Mabel,

 

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

 

Regards,

Zhenyu

Any update on this issue?. Did you find the solution?

 

Please update here.

 

Thanks.

no, I heard nothing.

Hi @wingzeroaa , @bharatkumar , 

 

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!

 

If this reply has answered your question or solved your issue, please mark this question as answered. Answered questions helps users in the future who may have the same issue or question quickly find a resolution via search. If you liked my response, please consider giving it a thumbs up. THANKS!

Zhgsimon
Regular Visitor

Hi,

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 :

https://nishantrana.me/2021/04/20/case-update-after-resolution-settings-in-dynamics-365-customer-ser...

ashar
Microsoft
Microsoft

ashar_0-1631198612833.png

 

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.

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