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closed case still in active status RRS feed

  • Question

  • Hi,

    I have a very random issue which happens only for few cases. Don't know why!!

    Even after the case is 'Closed', its Staus Reason shows as 'Active' instead of 'Resolved'.

    And this is happening only for few cases and others are working fine.

    How should I go troubleshoot this kind of issue? I am using CRM 2013 Onpremise.

    Thanks

    Wednesday, September 17, 2014 1:42 PM

All replies

  • For those cases, can you query the CRM database and see if it still shows the same?

    Cheers, Francis Edwin

    Wednesday, September 17, 2014 2:10 PM
  • yes, database shows the same as statecode '0'.

    Thanks

    Wednesday, September 17, 2014 2:20 PM
  • Is there a workflow or some custom code (plugins/JavaScript) which triggers against the case entity? Which might possibly change the values.

    Cheers, Francis Edwin

    Thursday, September 18, 2014 6:34 AM
  • For CRM 2011 or CRM 2013 , you can check audit history of the record if auditing is enabled.

    if auditing is not enabled then enable audit history on all fields for this entity and then once this scenario happens you can check which process modified this field.

    if audit history does not provide any information then it must be some sql script which is doing this..



    MayankP
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    Friday, September 19, 2014 3:07 PM
    Answerer
  • Auditing is enabled already and I didn't find any clue through it.

    Probably a plugin that I've to find needs some attention in my case.

    Thanks

    Friday, September 19, 2014 6:02 PM