Creating Workflow Regarding Cases RRS feed

  • Question

  • Hello!

    I was wondering if anyone knows a way of sending an email with some informations regarding a case when it it resolved, as:

    total time
    resolution description

    Is it possible without developing a custom workflow?

    Carlos Amorim Junior
    "Trabalhe com amor, divida seu conhecimento com a comunidade."
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    Thursday, July 16, 2009 2:34 PM


  • This can be done without writing custom code.

    You would write a workflow which is trigged by the status update of a service case, check that the status is resolved, and then send the email.  You can either base the email on a template or you can just write the email in the workflow.

    The hard part will be the resolution and resolution description.  When a case is resolved manually, the user must enter information into the case resolution dialog box.  This information is not available in a workflow running on the case.  You can work around this limitation like this:

    In your Status Reason picklist, add a value called Work Complete, then have a workflow fire when the Status Reason changes and if the value is work complete, resolve the case.  The way we accomplished this is by adding JavaScript to the case form that makes a custom resolution field required when the status reason is Work Complete.

    Thursday, July 16, 2009 3:15 PM