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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / To check the first per...
Service | Customer Service, Contact Center, Fie...
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To check the first person who solve the case

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Posted on by CU21011958-0
I just want to track  the person  solved the case  before assigning the case to me.. I tried to use modified by.. and track in audit trail..but its not showing.. Thank you very much
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Dynamics 365 Customer Service
  • Suggested answer
    Joseph Melillo Profile Picture
    Joseph Melillo on at
    To check the first person who solve the case

    Using Advanced Find

    1. Go to Advanced Find in Dynamics 365.
    2. Choose Activities as the entity to search.
    3. Add conditions to filter for:
      • Activity Type = "Case Resolution."
      • Regarding (Case) = [specific case name or ID].
    4. Sort the results by the Created On field in ascending order to find the first resolution activity.
    5. The Owner field in this result will show the user who resolved the case.
     
    Filters will show like this
     
    It will show like this
     
     
    Ensure the appropriate fields (such as "Resolved By" or "Owner") are included in the case form or view. Audit logs must be enabled for the system to capture this data.
  • Suggested answer
    Tom_G Profile Picture
    Tom_G on at
    To check the first person who solve the case
    Standard customer service functionality includes a  Case Resolution record that is created when an agent closes a case. Ideally, you should be able to see the resolution history through the timeline or through another subgrid to see who created the resolution records.
     
    Another option would be to create a workflow that runs when a Case Status is closed, and capture the date and time and user who closed it.

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