Dynamics 365, how to resolve Case using Microsoft Flow?

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Posted on by wingzeroaa

Hi,

What is the best way to resolve a Case, in Dynamics 365, using Microsoft Flow?

I tried:

update Case status directly, failed with error message 'In order to set state of incident to Resolved, use the CloseIncidentRequest message instead'
create Case Resolution record. Record is created, but Case is still active.

So the only way I can think, is update an extra flag field on Case, then trigger CRM workflow to resolve the Case.

But it looks very ugly?

Is there any better way?

Thanks for any help.

Regards,

Zhenyu

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Using flows

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v-yamao-msft Microsoft Employee on at

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Hi @wingzeroaa,

Thanks for feedback.

I have tried Dynamics 365 action Update a record, it seems that though the flow finished the run, the status of the case is still Active.

A workaround would be use Dynamics 365 Workflow to resolve the case.

I will help confirm it on my side and back to you later.

Best regards,

Mabel

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wingzeroaa 14 on at

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Hi Mabel,

Thank you for reply

As I said,
this workaround is working:
Flow -> Update an extra flag field on Case, then trigger CRM workflow to resolve the Case.

But I am not sure, if there is a better way

Regards,
Zhenyu

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bharatkumar 2 on at

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Any update on this issue?. Did you find the solution?

Please update here.

Thanks.

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wingzeroaa 14 on at

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no, I heard nothing.

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yashag2255 24,769 Super User 2024 Season 1 on at

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Hi @wingzeroaa , @bharatkumar ,

We cannot "Resolve" a case directly from flow without the any side tweak (creating other fields etc) as there is a Resolution Field that is a required one when you Resolve a case. All you can do from Flow is close/ cancel a case.

You can find many articles on resolving a case with tweaks like using plugins, creating custom fields to pass values etc.

Hope this Helps!

If this reply has answered your question or solved your issue, please mark this question as answered. Answered questions helps users in the future who may have the same issue or question quickly find a resolution via search. If you liked my response, please consider giving it a thumbs up. THANKS!

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Zhgsimon 6 on at

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Hi,

There's been a recent update where we can Update an incident after being Resolved.
You just have to change a setting in Customer Service Hub and voilà. Hope it will help others 🙂
Here it's as simple as that :
https://nishantrana.me/2021/04/20/case-update-after-resolution-settings-in-dynamics-365-customer-service-hub/

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Verified answer

ashar Microsoft Employee on at

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MarcusCadena 21 Power Up Champ - 2025 on at

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In case anyone else finds this older thread looking for an answer, the step provided by @ashar is the solution. You just need to add a Case Resolution record and associate it to the case. The case is then marked resolved and deactivated.

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Oseghae Oaikhena 12 on at

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Hi,
I found this article and it helped me resolved a similar challenge.
Close Case with Power Automate » Benedikt's Power Platform Blog (benediktbergmann.eu)

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