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How to change attributes in closed cases RRS feed

  • Question

  • Hi,

     

    I'm having trouble in changing an attribute in a closed case using web services.

     

    The idea is to change customer satisfaction field, after the incident is closed.

     

    When I try to change it by webservice using SetStateIncidentRequest or TargetUpdateIncident, I get always the same error:

    Exception information:

    Exception type: SoapException

    Exception message: Server was unable to process request.

     

    When I do the same thing with an active case, it works fine.

    So, is there a way of changing attributes in a closed case?

     

    Which is the best approach for CRM 4.0?

     

    Many thanks in advance.

     

    Miguel Figueiredo

     

    Tuesday, June 17, 2008 5:21 PM

Answers

  • You should be able to reactivate a case by using the SetStateIncident message

    Wednesday, June 18, 2008 8:47 AM
    Moderator

All replies

  • no, you need to reopen the case before you can change the attributes.  a closed case is read only.

     

    Tuesday, June 17, 2008 6:42 PM
    Moderator
  • There is no supported way to update a CRM entity once it has been closed. The unsupported route would be a direct SQL modification - otherwise you'd have to reactivate the case

    Tuesday, June 17, 2008 6:44 PM
    Moderator
  •  Joel CustomerEffective wrote:
    no, you need to reopen the case before you can change the attributes.  a closed case is read only.

     



    Hi Joel!

    Thanks for you answer.

    I already tryed to reopen the case programmatically by changing the state to Active, but I get the same error. It seams that closed cases are untouchable using web services.

    Do you know a way to reactivate a case using web services?

    Thanks,

    Miguel
    Tuesday, June 17, 2008 9:16 PM
  • You should be able to reactivate a case by using the SetStateIncident message

    Wednesday, June 18, 2008 8:47 AM
    Moderator