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Error upon Resolving a Case

  • 1.  Error upon Resolving a Case

    GOLD CONTRIBUTOR
    Posted Jul 08, 2019 07:40 PM
    Has anyone else noticed an error when resolving cases? We are getting what looks to be a pretty generic error across multiple users and browsers. Users claim the error started around the middle of last week and I was able to recreate it today in our sandbox. We are using the OOTB resolve dialog box. Figured I would check the community before opening a ticket with Microsoft.

    Generic Error
    Full text on error:
    Try this action again. If the problem continues, check the Microsoft Dynamics 365 Community for solutions or contact your organization's Microsoft Dynamics 365 Administrator. Finally, you can contact Microsoft Support. If you contact support, please provide the technical details.

    Show Details text:
    at Microsoft.Crm.Extensibility.OrganizationSdkServiceInternal.Update(Entity entity, InvocationContext invocationContext, CallerOriginToken callerOriginToken, WebServiceType serviceType, Boolean checkAdminMode, Boolean checkForOptimisticConcurrency, Dictionary`2 optionalParameters)
    at Microsoft.Crm.Extensibility.OData.CrmODataExecutionContext.Update(Entity entity, UpdateOption updateOption)
    at Microsoft.Crm.Extensibility.OData.CrmODataServiceDataProvider.UpdateEdmEntity(CrmODataExecutionContext context, String edmEntityName, String entityKeyValue, EdmEntityObject entityObject)
    at Microsoft.Crm.Extensibility.OData.EntityController.PatchEntityImplementation(String& entityName, String key, EdmEntityObject entityDelta)
    at Microsoft.PowerApps.CoreFramework.ActivityLoggerExtensions.Execute[TResult](ILogger logger, EventId eventId, ActivityType activityType, Func`1 func, IEnumerable`1 additionalCustomProperties)
    at Microsoft.Xrm.Telemetry.XrmTelemetryExtensions.Execute[TResult](ILogger logger, XrmTelemetryActivityType activityType, Func`1 func)
    at lambda_method(Closure , Object , Object[] )
    at System.Web.Http.Controllers.ReflectedHttpActionDescriptor.ActionExecutor.<>c__DisplayClass10.<GetExecutor>b__9(Object instance, Object[] methodParameters)
    at System.Web.Http.Controllers.ReflectedHttpActionDescriptor.ExecuteAsync(HttpControllerContext controllerContext, IDictionary`2 arguments, CancellationToken cancellationToken)
    --- End of stack trace from previous location where exception was thrown ---
    at System.Runtime.ExceptionServices.ExceptionDispatchInfo.Throw()
    at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)
    at System.Web.Http.Controllers.ApiControllerActionInvoker.<InvokeActionAsyncCore>d__0.MoveNext()
    --- End of stack trace from previous location where exception was thrown ---
    at System.Runtime.ExceptionServices.ExceptionDispatchInfo.Throw()
    at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)
    at System.Web.Http.Controllers.ActionFilterResult.<ExecuteAsync>d__2.MoveNext()
    --- End of stack trace from previous location where exception was thrown ---
    at System.Runtime.ExceptionServices.ExceptionDispatchInfo.Throw()
    at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)
    at System.Web.Http.Dispatcher.HttpControllerDispatcher.<SendAsync>d__1.MoveNext()
    Activity Id: 96e9da0b-8b03-49a8-a88f-5fa733ddd0ec



    Thanks!

    #CustomerEngagement
    #Admin

    ​​​​

    ------------------------------
    Rosemarie Cordell
    Business Analyst
    NEWBERG OR
    ------------------------------
    Academy - Online Interactive Learning from Experts


  • 2.  RE: Error upon Resolving a Case

    TOP CONTRIBUTOR
    Posted Jul 09, 2019 06:31 AM
    Hi @Rosemarie Cordell, just to check a few things.  Looks like you are on the Unified Interface.  Are you still able to access the classic interface?  If so, I'd try to recreate this in the classic interface to see what happens.  Are you getting the same error message as System Admin?​

    ------------------------------
    Mark Aston
    Data Analyst
    Ordnance Survey
    Southampton, UK
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 3.  RE: Error upon Resolving a Case

    GOLD CONTRIBUTOR
    Posted Jul 09, 2019 10:46 AM
    Hi @Mark Aston! Yes, the error is occurring in the Unified Interface only. I just tested case resolution in the classic interface and did not get an error.​

    ------------------------------
    Rosemarie Cordell
    Business Analyst
    NEWBERG OR
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 4.  RE: Error upon Resolving a Case

    TOP CONTRIBUTOR
    Posted Jul 09, 2019 11:07 AM
    Thanks @Rosemarie Cordell, that's a good first start as that narrows it down.

    I've just resolved a case in the UI and had no issues.

    My next thought is looking at the Case forms.  In the classic interface, we are using the Case Main form but for the UI we are using the Case for Interactive experience Main form.  Assuming this is the same for you, I'm just wondering whether there are some fields on the Case for Interactive experience form that potentially are causing the problem as there are quite a few fields that we don't use that are on our interactive form.  It might be that one of these fields is required to be populated but might be hidden on the form.  Feels like a bit of a long shot but worth having a quick look at.  Let me know how you get on.



    ------------------------------
    Mark Aston
    Data Analyst
    Ordnance Survey
    Southampton, UK
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 5.  RE: Error upon Resolving a Case

    GOLD CONTRIBUTOR
    Posted Jul 09, 2019 12:55 PM
    We are using the interactive experience form in the new UI and there are quite a few locked fields that are hidden (because we couldn't figure out how to delete them from the form). None of the locked hidden fields look new though, but the error message is new. Which made me think something must have changed?

    ------------------------------
    Rosemarie Cordell
    Business Analyst
    NEWBERG OR
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 6.  RE: Error upon Resolving a Case

    Posted Jul 09, 2019 01:54 PM
    Rosemarie, Locked and hidden fields should be ok in my opinion. I doubt they would cause a generic error like this. Seems like a bug to me.

    ------------------------------
    Sunil Raheja
    Aha Apps
    Glen Allen VA
    https://www.ahaapps.com/microsoft-dynamics-crm/
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 7.  RE: Error upon Resolving a Case

    TOP CONTRIBUTOR
    Posted Jul 10, 2019 11:00 AM
    Hi @Rosemarie Cordell, best to raise a Microsoft Premier Support ticket but at least we were able to narrow it down to it being a UI issue.  Let us know how you get on and whether this is a bug.

    ------------------------------
    Mark Aston
    Data Analyst
    Ordnance Survey
    Southampton, UK
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 8.  RE: Error upon Resolving a Case

    SILVER CONTRIBUTOR
    Posted Jul 11, 2019 02:49 AM
    Hi Rosemarie
    We saw this error on Friday while testing, we are using UI and it's only recently appeared.  It was the same scenario - appeared on resolving the case - have asked our suppliers to raise with MS.
    Regards
    Sophie

    ------------------------------
    Sophie Marsh
    Campden BRI
    Chipping Campden
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 9.  RE: Error upon Resolving a Case

    GOLD CONTRIBUTOR
    Posted Jul 11, 2019 03:44 PM
    Thanks! I did open a support ticket with Microsoft and am waiting to hear back.

    ------------------------------
    Rosemarie Cordell
    Business Analyst
    NEWBERG OR
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 10.  RE: Error upon Resolving a Case

    Posted Jan 15, 2020 06:34 AM
    Hello All,

    Sorry for thread Necromancy, but I am having the exact same issue.  Did you ever get a resolution?

    Thanks

    Lee

    ------------------------------
    Lee Mather
    Alithya Fullscope
    Montreal QC
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 11.  RE: Error upon Resolving a Case

    GOLD CONTRIBUTOR
    Posted Jan 15, 2020 04:49 PM
    Necromancy is totally acceptable in this case. I should have followed up on the thread once I received the final "resolution" from Microsoft. It took about 6 weeks of back and forth with their product team that resulted in them finding that there was a "crucial bug with the product". We had a workflow which was setting the hidden subject field based on a set of criteria, when a case was opened. Though the workflow was configured properly, it continued to try to edit the subject field once the case was resolved, throwing the ambiguous error. Their recommendation was to discontinue using the workflow until the bugs in the code could be fixed. No eta was provided.

    Here is what they sent along with archiving my ticket, verbatim, following their product team's research:

    The product team debugged the code and they figure out 2 issues.

    The first one was that earlier, once the case is resolved the CRM code used to deactivate the BPF instance triggered. However that code piece has been removed.
    This is the first issue. The second one is kind of related to first one, when the code change happened, it was implemented as part of server side code. So in server side, it gets deactivated but that change wasn't incorporated into client side or UI (User Interface) based code.
    Hence it wasn't reflecting

    So a code change combined with a break in the logic flow is what really caused this behavior
    So now the product group has opened 2 bugs to fix these 2 code issues and once that is done, issue will resolved.

    Hence we realized this is a global CRM issue and not unique to your organization.

    ------------------------------
    Rosemarie Cordell
    Business Analyst
    NEWBERG OR
    ------------------------------

    Academy - Online Interactive Learning from Experts


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