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Resolve Multiple Cases RRS feed

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    Hello,

    We had an isue where a workflow activated approxomatly 3000 cases (ie. seeting Resolved cases to Active).

    It appears that you are only able to resovle 1 case at a time, but does anyone know how to resolve multiple cases based on some case logic?  I tried to create a workfow, but I could not determeine if it was possible to resolve a case via. workflow.

     

    Thanks

    Thursday, January 26, 2012 7:47 PM

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    I believe you can resolve cases with the update status step. You will only be able to do this 250 records at a time though.

    Leon Tribe

    Want to hear me talk about all things CRM? Check out my blog
    http://leontribe.blogspot.com/
    or hear me tweet http://www.twitter.com/leontribe

    Want to hear me talk about all things CRM? Check out my blog http://leontribe.blogspot.com/ or hear me tweet @leontribe
    • Proposed as answer by Leon TribeMVP Friday, January 27, 2012 1:06 PM
    • Marked as answer by EBinger Friday, January 27, 2012 4:01 PM
    Friday, January 27, 2012 1:06 PM
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    Yes, this is likely to be an unsupported fix to resolve unfortunately. Remember to also adjust the case resolution records in the closed activities of the customer.

    Leon Tribe

    Want to hear me talk about all things CRM? Check out my blog
    http://leontribe.blogspot.com/
    or hear me tweet http://www.twitter.com/leontribe

    Want to hear me talk about all things CRM? Check out my blog http://leontribe.blogspot.com/ or hear me tweet @leontribe
    • Proposed as answer by Leon TribeMVP Friday, January 27, 2012 2:47 PM
    • Marked as answer by EBinger Friday, January 27, 2012 4:01 PM
    Friday, January 27, 2012 2:46 PM

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  • Question
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    I believe you can resolve cases with the update status step. You will only be able to do this 250 records at a time though.

    Leon Tribe

    Want to hear me talk about all things CRM? Check out my blog
    http://leontribe.blogspot.com/
    or hear me tweet http://www.twitter.com/leontribe

    Want to hear me talk about all things CRM? Check out my blog http://leontribe.blogspot.com/ or hear me tweet @leontribe
    • Proposed as answer by Leon TribeMVP Friday, January 27, 2012 1:06 PM
    • Marked as answer by EBinger Friday, January 27, 2012 4:01 PM
    Friday, January 27, 2012 1:06 PM
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    Hey Leon,

    Yep, I ended up creating a workflow and running it manually (250 at a time) in an advanced view.  

     

    I now have the issue of the resolution date being 1/26/2012 (ie. the date I ran the workflow).  Any ideas on how to pull the original resolution date (from Audit History) and replace the now incorrect resolution date?  I assume Scribe or seem other DTS is the only way...

     

    Thanks

    Friday, January 27, 2012 2:18 PM
  • Question
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    Yes, this is likely to be an unsupported fix to resolve unfortunately. Remember to also adjust the case resolution records in the closed activities of the customer.

    Leon Tribe

    Want to hear me talk about all things CRM? Check out my blog
    http://leontribe.blogspot.com/
    or hear me tweet http://www.twitter.com/leontribe

    Want to hear me talk about all things CRM? Check out my blog http://leontribe.blogspot.com/ or hear me tweet @leontribe
    • Proposed as answer by Leon TribeMVP Friday, January 27, 2012 2:47 PM
    • Marked as answer by EBinger Friday, January 27, 2012 4:01 PM
    Friday, January 27, 2012 2:46 PM
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    Perfect and thanks for your help Leon!
    Friday, January 27, 2012 4:02 PM