MS CRM 4.0: Deleting multuple case resolutions
Posted on 2010-08-25
We use the service case function in CRM. As you're probably aware, whena case is 'Resolved, CRM creates a 'Case Resolution' activity which contains the text resolution and the date the case was resolved.
In some instances, we have cases that get reactivated because they were either closed in error, or they were closed because we thought the issue was resolved but turns out it wasn't. When a case is re-resolved later, CRM creates a second Case Resolution activity against the same case. This makes reporting very difficult because now there are two resolution dates in the system.
Do anyone know of a way to have a workflow that automatically deletes all case resolutions but the most recent one? This would help with cleaning up our reporting.