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Define status reason transitions

Dynamics CRM 2013

Microsoft Dynamics CRM 2013 Service Pack 1 and the Microsoft Dynamics CRM Online Spring ‘14 release includes a new capability to specify status reason transitions for the Incident (Case) entity or custom entities.

Status reason transitions are an optional additional level of filtering to define what the status reason value can be changed to for each status reason. Defining a limited list of valid options can make it easier for people to choose the correct next status reason for a record when you have a large number of combinations for valid status reason values.

Entities that can have different status values have pair of fields that capture this data:

 

Display Name Description

Status

Represents the state of the record. Typically Active or Inactive. You cannot add new status options.

Status Reason

Represents a reason that is linked to a specific status. Each status must have at least one possible status reason. You can add additional status reason options.

The metadata for the field defines what status values are valid for a given state. For example, for the Incident (Case) entity, the default status and status reason options are:

 

Status Status Reason

Active

In Progress

On Hold

Waiting for Details

Researching

Resolved

Problem Solved

Information Provided

Canceled

Canceled

Merged

See Default status and status reason values for a list of all the default status and status reason values.

In Microsoft Dynamics CRM 2013 Service Pack 1 and Microsoft Dynamics CRM Online Spring ‘14 you can modify the status reason field options for the Case entity and custom entities to define which other status reason options people can choose. The only restriction is that each status reason option for an active status must allow at least one path to an inactive status. Otherwise you could create a condition where it would not be possible to resolve or cancel the case.

See Create and edit fields for information about how to edit fields. When you edit a status reason field the Edit Status Reason Transitions button is in the menu. When you click this button the Status Reason Transitions dialog provides the option to choose Enable Status Reason Transitions. When this option is selected you must define which status reason values are allowed for each status reason. To remove the filtering applied, remove the Enable Status Reason Transitions selection. The transitions you have defined will be kept but not applied.

The screenshot below provides an example that meets the following requirements:

  • A case can be merged at any time. You will not be able to merge cases if a status reason transition does not allow for it.

  • An active case can be cancelled at any time.

  • A resolved or cancelled case cannot be reactivated.

  • All cases must pass through the following stages: In Progress > On Hold > Waiting for Details > Researching before it can be resolved. With this configuration, a case could not be set to an earlier status.

    noteNote
    This is not a good example for real work, but it demonstrates how stages of status can be enforced through status reason transitions

Example of status reason transitions for case

See Also

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