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Email Case Resolution RRS feed

  • Question

  •  

    Once a case has been resolved, you are requried to enter a one line description of the case resolution, which is a case resolution entity.

     

    What I need to do is find a way to get that one line description into an automated email to notify the customer of the case resolution.

     

    How do I get to the case resolution from the email template screen? It does not appear in the form assistant.

     

    -Michael

    Wednesday, May 21, 2008 10:30 PM

Answers

  •  

    I tested, and you are correct--you cannot get to the case resolution attributes from an email template or workflow email.  There are two approaches that I can think of:

     

    1.  It can be done with a callout that updates an attribute on the case with the resolution description and then have a workflow auto send an email.

     

    2.  Just create a custom attribute on the case form to use for the resolution to be included in the email.  This could have benefits, because sometimes you want to word the resolution differently if it is going to be consumed by the customer, vs. internal notes.  For example, the real cause may have been "user error," but I don't want to say it in those words if I'm emailing the user.  Just use a custom one for the external resolution description and set up a workflow to check for conditions when the status changes and send an email when the status = resolved that reflects your new resolution field.  Then you can use the system resolution field to elaborate more for internal consumption, or just copy and paste the contents of your new custom resolution field.

     

    I would do # 2.

    Thursday, May 22, 2008 2:39 AM
    Moderator
  • Creating callouts requires proficiency in .net programming. 

    My colleague Will Wilson put together a nice introduction to callouts:  http://blog.customereffective.com/blog/2008/04/workflows-workf.html

     

    See the Microsoft CRM SDK for the full details: http://www.microsoft.com/downloads/details.aspx?FamilyID=82E632A7-FAF9-41E0-8EC1-A2662AAE9DFB&displaylang=en

     

    Here is an example I found that is not exactly what you are asking for, but a step in the right direction, because it takes values from the case resolution entity and posts them to the case upon resolution.  Having a case duration may also be helpful for what you are trying to do too:

    http://dotnetdeveloper.co.uk/blogs/mscrm/archive/2008/04.aspx

     

    Maybe a good starting point

     

    You would still need to create a custom resolution attribute on the case entity, but a callout can take a value from the case resolution (incidentresolution entity) and post it to the related Case (incident).

    Thursday, May 22, 2008 5:34 PM
    Moderator

All replies

  • Are you on 3.0 or 4.0?  You should be able to do this with 4.0 workflow--create a workflow to execute when the status of the case changes to closed that inclused the description from the related case resolution.

    I will test to verify.

    Don't think you can do this with a email template.
    Thursday, May 22, 2008 12:37 AM
    Moderator
  •  

    I tested, and you are correct--you cannot get to the case resolution attributes from an email template or workflow email.  There are two approaches that I can think of:

     

    1.  It can be done with a callout that updates an attribute on the case with the resolution description and then have a workflow auto send an email.

     

    2.  Just create a custom attribute on the case form to use for the resolution to be included in the email.  This could have benefits, because sometimes you want to word the resolution differently if it is going to be consumed by the customer, vs. internal notes.  For example, the real cause may have been "user error," but I don't want to say it in those words if I'm emailing the user.  Just use a custom one for the external resolution description and set up a workflow to check for conditions when the status changes and send an email when the status = resolved that reflects your new resolution field.  Then you can use the system resolution field to elaborate more for internal consumption, or just copy and paste the contents of your new custom resolution field.

     

    I would do # 2.

    Thursday, May 22, 2008 2:39 AM
    Moderator
  • Correct me if I am wrong, but, if I do #2, then I am creating double the work for my people. They will have to fill out the resolution twice. I don't want them to have to do that because you know people: unless it is required to get to the next screen, it won't get done 100% of the time.

    #1 sounds more my speed. How do you do it?
    Thursday, May 22, 2008 10:17 AM
  • Creating callouts requires proficiency in .net programming. 

    My colleague Will Wilson put together a nice introduction to callouts:  http://blog.customereffective.com/blog/2008/04/workflows-workf.html

     

    See the Microsoft CRM SDK for the full details: http://www.microsoft.com/downloads/details.aspx?FamilyID=82E632A7-FAF9-41E0-8EC1-A2662AAE9DFB&displaylang=en

     

    Here is an example I found that is not exactly what you are asking for, but a step in the right direction, because it takes values from the case resolution entity and posts them to the case upon resolution.  Having a case duration may also be helpful for what you are trying to do too:

    http://dotnetdeveloper.co.uk/blogs/mscrm/archive/2008/04.aspx

     

    Maybe a good starting point

     

    You would still need to create a custom resolution attribute on the case entity, but a callout can take a value from the case resolution (incidentresolution entity) and post it to the related Case (incident).

    Thursday, May 22, 2008 5:34 PM
    Moderator