Adding Case Resolution and CaseFields to the Case Form in Dynamics CRM

Ricky Saini September 1, 2017 0 Comments

Adding Case Resolution and CaseFields to the Case Form in Dynamics CRM

In Dynamics CRM, when the Case is resolved a new form is required to be filled in which captures the resolution items as shown in the image below:

These fields are hard to get access to as they are stored in a hidden Entity called IncidentResolution. If you want to use the Case Resolution or Case Remarks values on a workflow or view or form, you will need to copy the values to case Entity fields using a plugin when the case is resolved.

The steps to do so are provided below:

1. Create 2 new fields on Case entity : new_CaseResolution and new_CaseRemarks
2. Write a plugin on the creation of IncidentResolution entity and copy the values to Case entity fields.
3. Register the plugin as shown in the image below:

Source code for plugin is given below:

//Run Plugin

var targetEntity = plugin.TargetEntity.ToEntity<IncidentResolution>();

if (targetEntity.IncidentId != null)

{

Incident caseToBeUpdated = new Incident();

caseToBeUpdated.Id = targetEntity.IncidentId.Id;

plugin.Tracer.Trace($”Case ID: {caseToBeUpdated.Id}”);

//capture the Case Resolution Fields

if (!string.IsNullOrEmpty(targetEntity.Subject))

{

caseToBeUpdated.new_CaseResolution = targetEntity.Subject;

plugin.Tracer.Trace($“Case Resolution: { caseToBeUpdated.new_CaseResolution}“);

}

if (!string.IsNullOrEmpty(targetEntity.Description))

{

caseToBeUpdated.new_CaseRemarks = targetEntity.Description;

plugin.Tracer.Trace($”Case Remarks: { caseToBeUpdated.new_CaseRemarks}”);

}

plugin.Tracer.Trace(“Updating Case”);

service.Update(caseToBeUpdated);

}

 

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