Tuesday, March 13, 2012

MSCRM 2011: Modifying Resolution Type in the Case Entity

A Client recently asked how to modify the Resolution Type field in the Case Entity.

In order to modify the Resolution Type field in the Case Entity – you need to change the status reason field in a case.

Following are the steps to edit the case resolution drop down:

*In the site map, click Service and then click Cases.
*Click the Customize tab on the ribbon.
*In the Design group on the Customize tab, click Customize Entity. The form editor opens.
* Navigate to the Case (Incident) Entity attributes list.
* Open up the Fields area
* Open Statuscode( Status Reason) Attribute.
* Select Resolved option from status Drop down list
* Add the new resolved reason(s)
* Publish the entity.

The Resolution Type field will now be modified.