cancel
Showing results for 
Search instead for 
Did you mean: 
Reply
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

7 REPLIES 7
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

 

Helpful resources

Announcements
Power Platform Conf 2022 768x460.jpg

Join us for Microsoft Power Platform Conference

The first Microsoft-sponsored Power Platform Conference is coming in September. 100+ speakers, 150+ sessions, and what's new and next for Power Platform.

May UG Leader Call Carousel 768x460.png

June User Group Leader Call

Join us on June 28 for our monthly User Group leader call!

MPA Virtual Workshop Carousel 768x460.png

Register for a Free Workshop

Learn to digitize and optimize business processes and connect all your applications to share data in real time.

Power Automate Designer Feedback_carousel.jpg

Help make Flow Design easier

Are you new to designing flows? What is your biggest struggle with Power Automate Designer? Help us make it more user friendly!

Top Kudoed Authors
Users online (1,099)