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How to add values to Resolution Type Picklist Values in Case Resolve form RRS feed

  • Question

  • How to add values to Resolution Type Picklist Values in Case Resolve form



    Madhu M.

    Wednesday, May 16, 2012 10:25 PM

Answers

  • The following procedure uses the built-in customization features to add items to the resolution type for a case.

    1. In the Navigation Pane, click Settings, click Customization, and then click Customize Entities.
    2. In the Customize Entities list, double-click Case.
    3. Under Details, click Attributes, and then in the Display Name column, double-click Status Reason.
    4. In the Attribute: Status Reason of Case form, in the Type area, select Resolved in the Status list.
    5. Click Add.
    6. In the Add List Value dialog box, type a value, such as Unable to Contact Customer, and then click OK.
    7. Repeat the previous step to add another value, such as Customer Request to Close.
    8. After you have all the values that you want, click Save and Close to close the Attribute: Status Reason of Case form.
    9. In the Entity: Case form, on the Actions menu, click Publish, and then click Save and Close.
    10. To confirm that your new values were added, open an existing case or create a new case, and on the Actions menu, click Resolve Case.
    11. In the Resolve Case dialog box, in the Resolution Type list, verify that the values that you added appear.

    Madhu M.

    • Marked as answer by Madhu_M Wednesday, May 16, 2012 10:38 PM
    Wednesday, May 16, 2012 10:38 PM

All replies

  • The following procedure uses the built-in customization features to add items to the resolution type for a case.

    1. In the Navigation Pane, click Settings, click Customization, and then click Customize Entities.
    2. In the Customize Entities list, double-click Case.
    3. Under Details, click Attributes, and then in the Display Name column, double-click Status Reason.
    4. In the Attribute: Status Reason of Case form, in the Type area, select Resolved in the Status list.
    5. Click Add.
    6. In the Add List Value dialog box, type a value, such as Unable to Contact Customer, and then click OK.
    7. Repeat the previous step to add another value, such as Customer Request to Close.
    8. After you have all the values that you want, click Save and Close to close the Attribute: Status Reason of Case form.
    9. In the Entity: Case form, on the Actions menu, click Publish, and then click Save and Close.
    10. To confirm that your new values were added, open an existing case or create a new case, and on the Actions menu, click Resolve Case.
    11. In the Resolve Case dialog box, in the Resolution Type list, verify that the values that you added appear.

    Madhu M.

    • Marked as answer by Madhu_M Wednesday, May 16, 2012 10:38 PM
    Wednesday, May 16, 2012 10:38 PM
  • Hi Madhu,

    Go to the Case entity customization screen. Look for the attribute with the schema na "StatusCode".

    Here change the status reason "Type" from "Active" to  'Resolved". Add the entry which you like. As per the below screenshot

    Wednesday, May 16, 2012 10:46 PM
  • Hi, You can not modify the dialog box using supported customization what you can do is edit caseresolvedialog aspx file, you can add jScode to that

    Thursday, May 17, 2012 7:44 AM