In an attempt to make the Cases Resolution values more granular, I added new
values to both the "Resolved" and "Canceled" statuscode groups.

However, the UI for the Resolve/Cancel dialog box does not display theeres.
Not only can I not see the custom statuscode values, but now, I can't find
the "resolved" activity record.

Why is it possible to modify the statuscode items if these values are not
available to the end user? and where in CRM do they go now when they're close
(all cases prior to the this latest update have resolution records...

Anyone know more about the statuscode field in the incident entity? Any
ideas would help...

--Dodd

And where is the resolution record stored for this entity? I went into the
Activity History tab for a recently closed Case and saw no resolution record!

Dodd -
This sounds like a bug. Adding statuscode values to the resolved state
should have updated the set of resolution types in the resolve case dialog.
You are also correct that the resolution activity should appear in the
activity history as closed when you successfully resolve the case. This
suggests to me that the case did not resolve properly. Have you added any
custom client-side script, ISV addons or other modifications to the
application? Are you seeing any jscript or server errors?

"Dodd" wrote: