Views:

Scenario Overview

In this scenario we need to capture the description field that is entered when a Case is Resolved & move it on to a field on the Case entity.

This allows us to perform much easier Advanced Finds on the Case to find out how the case was resolved.

Resolve Case Form

 


Case Resolution Description copied onto the Case Entity

 

North52 Decision Suite Solution

The North52 Decision Suite solution works like this,

  • A formula is created which executes on the Create of a Case Resolution record

  • It uses the incidentid field to lookup what Case needs to be updated 

  • It updates the Case with the description on the Case Resolution entity

North52 Decision Suite Steps

The following set of steps outline how to create this Formula

  • Create a new formula of type 'Save - To Parent'
  • Set the Event to 'Create'
  • Set the Source Entity to 'Case Resolution'
  • Set the Relationship to 'incidentid (incident)'
  • Set the Target Property to 'Case Resolution Description'
  • Copy & paste the formula below into the formula 
  • Click save & test

Formula


[incidentresolution.description]
 

Did you know?

You can create customized buttons to trigger complex business rules

North52's Decision Suite has functionality that we call Quick Buttons that allows you to place buttons on a form which when clicked will trigger a North52 Formula.  The business rule logic could be as simple as triggering a workflow or a much more complex process which involves many actions - the full power of the North52 business rules engine for Dynamics 365 can be used. 

The button's themselves can be subject to business rules, that show/hide, activate/deactivate or and/or change labels. This is configured using Decision Tables allowing complex decision logic to drive the button options that are presented to users.

Learn more about Quick Buttons