Get a firm grasp on your IT environment when you learn Active Directory best practices with Veeam! Watch all, or choose any amount, of this three-part webinar series to improve your skills. From the basics to virtualization and backup, we got you covered.
Course Of The Month
7 days, 18 hours left to enrollBecome a Premium Member and unlock a new, free course in leading technologies each month.
Solved
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.
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.
[X]
Welcome to Experts Exchange
Add your voice to the tech community where 5M+ people just like you are talking about what matters.
- Help others & share knowledge
- Earn cash & points
- Learn & ask questions
2-
2
5 Comments
Active 1 day ago
Hi I_play_with_DNA,
From functionality perspective, you should not delete the activities.
And as long as the solution is considered, for reporting you can modify your SQL to sort result set by date and select the top record only.
Regards,
Chinmay
From functionality perspective, you should not delete the activities.
And as long as the solution is considered, for reporting you can modify your SQL to sort result set by date and select the top record only.
Regards,
Chinmay
I should clarify....
We are using a third party tool for reporting (because CRM's built-in reporting capability is pathetic). Functionally, there is no reason for us to keep the old resolutions; they contain no useful data and we would rather they be cleaned up.
We are using a third party tool for reporting (because CRM's built-in reporting capability is pathetic). Functionally, there is no reason for us to keep the old resolutions; they contain no useful data and we would rather they be cleaned up.
Active 1 day ago
How about writing a cleanup application which deletes all resolutions except the latest one?
Featured Post
Question has a verified solution.
If you are experiencing a similar issue, please ask a related question
Exception Handling is in the core of any application that is able to dignify its name.
In this article, I'll guide you through the process of writing a DRY (Don't Repeat Yourself) Exception Handling mechanism, using Aspect Oriented Programming.
For cloud, the “train has left the station” and in the Microsoft ERP & CRM world, that means the next generation of enterprise software from Microsoft is here: Dynamics 365 is Microsoft’s new integrated business solution that unifies CRM and ERP fun…
In this video, viewers are given an introduction to using the Windows 10 Snipping Tool, how to quickly locate it when it's needed and also how make it always available with a single click of a mouse button, by pinning it to the Desktop Task Bar.
Int…
If you’ve ever visited a web page and noticed a cool font that you really liked the look of, but couldn’t figure out which font it was so that you could use it for your own work, then this video is for you!
In this Micro Tutorial, you'll learn yo…
- Microsoft Applications
- Windows 10
- Windows OS
- Fonts Typography
- Windows 7, Microsoft Word
Suggested Courses
Earn Certification
HTML5 Specialist - Certification
Free withPremium
Course of the Month7 days, 18 hours left to enroll
617 members asked questions and received personalized solutions in the past 7 days.
Join the community of 500,000 technology professionals and ask your questions.