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Case Resolution From

  • 1.  Case Resolution From

    Posted Jan 02, 2019 07:19 PM
    I've read many posts and blogs which state that you cannot customize the Resolve Case form which I'm finding difficult to believe given how restrictive this form is out of the box. When I open it in editor, it does in fact have a false status for customizable. My questions are:
    1- Has anyone done a workaround to customize this form?
    2- In the absence of the ability to customize this form, what other options have other organizations pursued to give a more customized feel to the case resolution process and form input?
    3- How would you instead access the Resolve Case Quick Form?
    4- Where can I enter other options that I want in the drop down for Resolution Type? At present the 2 options simply are not enough for what I want.

    Thank you

    Resolve Case form Case resolution formsResolution Type

    Daniel Demers
    Chief Digital Information Officer
    Richard Jay Laundry
    CRMUG Summit - Post

  • 2.  RE: Case Resolution From

    Posted Jan 02, 2019 10:46 PM
    Hello Daniel,
    Here are answers:
    1 and 2. This form is not customizable in supported way. The only way you can use is to hide standard button and create custom that will show your custom dialog using Html/Js. Check following article that can be helpful:
    Here is how to customize button -
    Here is how to create Html/Js dialogs - and

    3. There is no need to access it.
    4. Resolution Type you can change customizing Status (statuscode) field.

    Andrew Butenko

    CRMUG Summit - Post

  • 3.  RE: Case Resolution From

    Posted Jan 10, 2019 09:27 AM
    That form is (unfortunately) extremely locked down.... no editing to it :(
    I echo Andrew's reply - you can update Status field to select different resolution types.

    Heidi Neuhauser
    Beringer Associates, Inc.
    Green Lane PA

    CRMUG Summit - Post

  • 4.  RE: Case Resolution From

    Posted Jan 11, 2019 11:04 AM
    We have just gone live with the service module and we also asked our partner about that feature.
    It seems like an afterthought in the development of this module.

    I agree with the comments and would add that the text boxes provided for resolution and remarks are ridiculously small.

    Seems like this is a good candidate for making a feature request.
    Does anyone know if there is one out there?

    Mary Dupree
    Business System Support Analyst
    California Hospital Association
    Sacramento CA

    CRMUG Summit - Post

  • 5.  RE: Case Resolution From

    Posted Jan 15, 2019 06:55 AM
    ​Apart from being unable to customise the case resolution entity, its difficult to access the data contained within it.

    In previous organisations, we have just deprecated it ourselves by removing resolve case button from the forms and added relevant fields directly on the case form.

    Other steps have included:
    • Adding a new resolve button which validates all required fields have been completed.
    • A custom case resolution entity which is created by workflow after the case has been resolved

    Hope this helps


    Jamie Hirst
    Functional Specialist
    AQA Education Limited

    CRMUG Summit - Post

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