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Close an incident (case) that still has open activities. RRS feed

  • Question

  • Hi,

    Here is the problem:

    The requirement is for the client to be able to close cases that still have open activities assigned to them. My initial thoughts was to write a plugin that gets fired before close incident event and closes all open activities related to that incident.

    The problem is that CRM is not publishing any message when checking for open activities related to the case (or at least I couldn’t find any). None of the messages (including SetState, SetStateDynamicEntity, Close and update of incident and also create of incidentresolution) gets fired before the system shows the following dialog:

    It looks like CRM is not publishing any message at the point when it checks for activities related to the case.

    I know that there is an unsupported way of resolving this by modifying the pages source and disabling this popup (which is not something I want to do at this point).

    Any ideas? Has anyone had to deal with such a requirement before? Is anyone aware of any message that CRM would publish before showing the dialog box?

    Cheers,

    Sina


    captainsina

    Tuesday, December 4, 2012 10:48 PM

Answers

  • Hi,

    You have two possibilities to solve this problem:

    1. You can overwrite the javascript function of the button "Resolve Case" and close the regarding open activities by javascript
    2. You can implement a plugin like Chandan already mentioned

    Best regards,

    Andreas


    Andreas Buchinger
    Microsoft Dynamics Certified Technology Specialist
    MCPD: SharePoint Developer 2010

    Wednesday, December 5, 2012 9:39 AM

All replies

  • Hi Sina,

    Try below solution on "Closing An Incident (Case) That Has Open Activities", might help. 
    http://blogs.msdn.com/b/ukcrm/archive/2009/07/04/closing-an-incident-case-that-has-open-activities.aspx

    I hope this helps. If my response answered your question, please mark the response as an answer and also vote as helpful !!!

    Chandan


    Wednesday, December 5, 2012 6:01 AM
  • Hi,

    You have two possibilities to solve this problem:

    1. You can overwrite the javascript function of the button "Resolve Case" and close the regarding open activities by javascript
    2. You can implement a plugin like Chandan already mentioned

    Best regards,

    Andreas


    Andreas Buchinger
    Microsoft Dynamics Certified Technology Specialist
    MCPD: SharePoint Developer 2010

    Wednesday, December 5, 2012 9:39 AM
  • Hi ,

    To resolve ur issue please follow the below link

    Close Incident

    Wednesday, December 5, 2012 9:57 AM
  • This link has one piece that is unsupported and that's when you have to change the dlg_closecase.aspx code.


    captainsina

    Wednesday, December 5, 2012 7:38 PM
  • Andreas' 1st suggestion is the only (supported) option available to you.  You will have to:

    1. Customise the Ribbon to override the current Command behind the 'Resolve Case' button
    2. Write some javascript that a) Completes all open activities, then b) Performs the same function as the current Case Resolution process
    3. You can optionally build an HTML Web Resource or similar to provide the User a dialog similar to that used in the built-in Case Resolution process.  If your scenario can assume the defaults, this is unnecessary

    --pogo (pat) @ pogo69.wordpress.com

    Thursday, December 6, 2012 1:16 AM