Task regarding multiple Incidents (Cases)

Posted on 2011-05-03
Last Modified: 2012-06-27
Dear Experts,

Many Incidents (Cases) that are created by our support department are depending on one task. I can't find out how to process this in Dynamics CRM.

Example: 3 different clients calling us, reporting the same bug. We create separate Incidents (Cases) for each client. Then we want to create a single task for a developer for resolving the bug. In this task we want to set Regarding to these 3 Incidents (Cases).

I hope anyone can help me with this?

-- Dennis
Question by:d3n
    LVL 6

    Assisted Solution


    I recommend creating a custom entity to track Bugs (if you haven't already) - I have one in my system to track change requests to the CRM System itself called Change Requests. This you will assign to the developer as you mentioned.

    In order to link this to your Cases, you would add a 1:N relationship from the Bug entity to Cases. This allows you to have multiple cases associated with a single Bug - and will be displayed like contacts associated with an account, or products associated with an order. You can define the location of the left nav you want the Bug view to show in the Case form, and the name of the link.

    Alternatively you can use the N:N relationship instead, which will allow multiple cases to be associated with a bug, and multiple bugs to be related to cases.
    LVL 29

    Assisted Solution

    Another variation on processguru's suggestion is to create a new 1:n relationship between cases and cases. This would permit a single master case (to which you could relate the single task) and the related cases would be linked to the master case.
    LVL 1

    Accepted Solution

    Both solutions will work but they don't prevent a Case for closing when a task is not completed. Any ideas on this?
    LVL 27

    Assisted Solution

    by:Chinmay Patel
    Hi D3n,

    this can be done in two ways
    1. You can replace the CRM UI to close the case wih your custom ASPX which can see if there are other cases and tasks attached to this case. And if other open tasks are found it will warn user. Also you can give option on your UI to close all the attached cases/tasks.
    2. You can write a pllugin which will throw an exception and tell user that this case can not be closed.

    We chose the first option as we wanted to provide more flexibility to the user and even though it is not supported we did it anyways and it was well received.

    LVL 1

    Author Closing Comment

    There is no possibility to have multiple Cases regarding a single task.

    With the answers from the other experts I will try to create a workaround for our organisation.

    Thanks a lot!

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