MS CRM 4.0:  Populating a date field in a resolved case

Posted on 2010-08-25
Last Modified: 2013-11-24
I have created an attribute in the Service Case entity called 'Resolved On'.  Its is a datetime field.  When a case is resolved, I want this field populated with the date and time that the resolution occurred.  I would prefer if it populated this field by copying the date/time from the "Created On' field of the associated Case Resolution activity, but could settle for it being the current date time.

I tried to do this via a workflow, but found that a) you cannot modify the Resolved On field because the case is closed and now read-only and b) you can't select the date field in the resolution activity to copy the date from!

Does anyone have any suggestions on how I could populate this Resolved On field with the date/time of case resolution?  I'm not much of a programmer, but I might be able to do some simple scripting if I have examples to follow.
Question by:I_play_with_DNA
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
  • 4
  • 3

Expert Comment

ID: 33526078
Before going down the customization route, just a sugeestion, but wouldn't the Modified On field on the case be very similar, if not the same as the Resolved On date?

If this is the case then you don't need to do any customization - just use that.

Author Comment

ID: 33526163
A good thought, but the modified date can be modified by system processes, even though the user cannot modify the record.  So the modified date often does not reflect the resolution date.

Accepted Solution

stacko111 earned 500 total points
ID: 33526461
I've tried to find how you can fire some javascript on the Case Resolution event but I don't think it is possible. In my searching I did find that this question has been asked before and a few workarounds have been suggested:

However I've just had another thought - why don't you add some javascript into the OnSave event of the form that updates your Resolved On Field with the current date. That way when the case is finally resolved it will have the date it was last saved on which should be the same.

I'm not sure if this field would be updated like the Modified On is - you would need to test that.

The code to do this would be:

crmForm.all.yourfield.DataValue = new Date()

You could even hide the field on the form so the users don't even know its there: = 'hidden'; = 'hidden';

The drawback I can think of is that this field would always be populated, I don't know if that is an issue for you
Forrester Webinar: xMatters Delivers 261% ROI

Guest speaker Dean Davison, Forrester Principal Consultant, explains how a Fortune 500 communication company using xMatters found these results: Achieved a 261% ROI, Experienced $753,280 in net present value benefits over 3 years and Reduced MTTR by 91% for tier 1 incidents.


Author Comment

ID: 33526856
I kind of like where this solution is heading.  It brings up a couple of other questions though.

Using this code, the field will be updated when a user clicks save on the form.  However, at the point of case resolution I, and I'm assuming other users, don't hit save; we just choose Action -> Resolve Case.  Do you know if this action also triggers OnSave events?  Any modifications to the form content are certainly saved when 'Resolve Case' is clicked; I just don't know if this action triggers OnSave events.

Also, in what order would the OnSave event script be run?  When a case is resolved, the record becomes read-only.  Do you know if the script will run prior to the record being marked read-only, or can scripts over-ride the read-only status?  I know I can test this, but I thought I would ask in case you already knew the answers.

Expert Comment

ID: 33526959
I would assume that the Case Resolution does trigger the OnSave event and update the field, the problem may be that the field is updated by system processes like the Modified On field.

Expert Comment

ID: 33532643
I've had a chance to test this and from what I can see it works fine (as long as the field is not set to be Read Only on the form).

I'm just wondering about these system processes you mentioned that update the Modified On date as they may also change this field - but I'm not aware of any myself. I don't think workflows can update a Case once it is resolved as the record becomes Read Only.

Author Comment

ID: 33533505
I'm not sure exactly what processes modify the case either; I've never been able to track them down.  But we do find cases in our system where the modified on date is AFTER the case resolution date, indicating that it must have been a system process of some sort, since neither users or workflows can modify the record after resolution.
LVL 11

Expert Comment

ID: 33584654

 You can write a javascript  posted in my blog.  Kindly check if this helps

Featured Post

Free Tool: Path Explorer

An intuitive utility to help find the CSS path to UI elements on a webpage. These paths are used frequently in a variety of front-end development and QA automation tasks.

One of a set of tools we're offering as a way of saying thank you for being a part of the community.

Question has a verified solution.

If you are experiencing a similar issue, please ask a related question

Suggested Solutions

Title # Comments Views Activity
Zoho  vs Salesforce 2 190
e-Discovery Software 8 254 application Microsoft Dynamics AX in the cloud 2 71
Hide vba in gp 7 113 is a cloud-based customer relationship management (CRM) system. In this article, you will learn how to add and map custom lead and contact fields to your Salesforce instance.
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…
Although Jacob Bernoulli (1654-1705) has been credited as the creator of "Binomial Distribution Table", Gottfried Leibniz (1646-1716) did his dissertation on the subject in 1666; Leibniz you may recall is the co-inventor of "Calculus" and beat Isaac…

740 members asked questions and received personalized solutions in the past 7 days.

Join the community of 500,000 technology professionals and ask your questions.

Join & Ask a Question