Modify case resolution dialog box

Updates to the case resolution main form dialog box provide customers with additional functionality to support case resolution entities and edit the dialog box. This new functionality provides a powerful construct to expand the case resolution entity to support business needs that enable users to add and remove fields instantly without writing a single line of code.

The new main form dialog experience is similar to the old experience, but behind the scenes, this is a form that customers can quickly edit. Customers can go to the form designer and edit and modify fields according to their business needs.

Use the following steps to get started:

  • Step 1: Set permissions (required)
  • Step 2: Enable customizable dialog (required)
  • Step 3: Create status values
    • Case entity (status code)
    • Case Resolution entity (resolution type code)
  • Step 4: Edit form

Permissions

The first step is to set your security permission. This is a critical requirement, and must be done before you enable customizable dialog on a form.

Permissions must be set per the following example. Otherwise, you will not see the modified Case Resolution dialog box, but the box case resolution instead.

Security Role: Customer Service Representative

Security Role: Customer Service Representative (CSR) Manager

Important

If you've created your own security roles, you'll need to update your roles before you can use the modified Case Resolution dialog.

Enable customizable dialog

Perform the following steps to enable customizable dialog:

Step 1: In the site map, go to Service Management.

Step 2: Select Service Configuration.

Step 3: In the Resolve case dialog drop-down list, select Customizable dialog.

Step 4: Select Save.

Enable customizable dialog

Note

The default setting is Standard dialog. You must select the Customizable dialog option, otherwise changes made to the form will be saved, but will not be displayed at runtime.

Status values

After you set your permissions and enable customizable dialog, you can create status values in your form.

When adding custom status values, you must update them in the following two locations:

  • Case entity (status code)
  • Case Resolution entity (resolution status code)

Important

  • If you change the value in the Case entity, you must update the value in the Case Resolution entity to match.
  • If the values do not match, an error message will be displayed when you try to resolve the case.

You can customize the Case entity and Case Resolution entity through the Customization page.

To go to the Customization page:

Step 1: On the navigation bar, select the Settings icon.

Status Values - select Settings

Step 2: In the Power Platform admin center Settings page, select All legacy settings.

Status Values - select All legacy settings

Step 3: Select Customize the System.

Status Values - Customize the System

Case entity

One example of how you can use case resolution is by resolving situations where you receive duplicate cases. In this example, we'll show you how to set the resolution type to display cases that have the duplicate status.

From the Customization page, use the following steps to set the Case entity for duplicate cases:

Step 1: Select Customize the System.

Step 2: In the solution explorer, expand Entities, and then expand Case.

Expand Entities and then expand Case

Step 3: Select Fields.

Select Fields

Step 4: Select the field you want to update. For this example, select Status Reason.

Select the field to update

After you open the field, the Status Reason in the case window will be displayed.

Step 5: In the Status drop-down list, select a status. For this example, select Resolved.

Select Resolved

Step 6: Select Add.

Select Add

When you select Add, the Add List Value dialog box will appear.

Step 7: In the Label field, enter Duplicate.

Enter Duplicate

You've successfully added a duplicate status to the status code field.

Case Resolution entity

Now that you've added the duplicate status to the Case entity, you need to add it to the Case Resolution entity using the following steps:

Step 1: In the solution explorer, expand Entities, and then expand Case Resolution.

Step 2: Select Fields.

Step 3: Select Resolution Type.

Open Resolution Type Code field of Case Resolution entity

Step 4: Under the Options section, select the Plus icon. This will enable the Label and Value fields to be populated.

Step 5: In the Label field, enter a value name. For this example, type Duplicate.

Step 6: In the Value field, confirm that the variable listed matches the value in the Case entity.

Step 7: Select Save.

Add values to Resolution Type field

Now, the Case Resolution entity will appear in the dialog field as an option that you can select.

Edit form

The case resolution form allows you to add or remove fields according to the needs of your business model.

For example, your business model might not require a Billable Time field because your case resolutions do not track billable hours, and therefore you would like to remove the corresponding field from the form.

The following section describes how to remove the Billable Time field in the Form Editor.

Step 1: In the solution explorer, expand the Case Resolution entity, and then select Forms.

Select Forms

Step 2: Open the form you want to edit. In this example, select the Information form.

Select the name of the form you want to edit

This will open the form in the form designer.

Step 3a: Select Billable Time.

Step 3b: On the command bar, select Remove. The Billable Time field is removed.

Billable Time field

Step 4a: Select Save.

Step 4b: Select Publish.

Save and publish

Now, when the customer service reps try to resolve a case, the case resolution dialog box will not display the field you've removed.

Step 5: In the Resolution Type drop-down list, select Duplicate.

Resolution Type field on the Case Resolution dialog box

You will know if a case has been successfully resolved per the status bar at the top of the form.

Status bar

See also

Work with cases

Create a case

Merge cases

Resolve, cancel, and reassign cases

Create and manage parent and child cases

Case queues and routing

Convert case to knowledge article

Case SLAs

Learn the basics of the Customer Service Hub

Use the main form and its components