Resolving incident programmatically in Microsoft Dynamic CRM 2011

This blog explains how to resolve the case programmatically. It can be used in Plugin or Custom workflow or from any web application that interacts with CRM.

We need to use CloseIncidentRequest to close an incident (case) with a case resolution.

Incident cannot be closed if there are any activities with "Open" status. So we need to programmatically complete all the activities associated to incident and then close the incident.

First we will see how to complete all the activities associated to case. Below function accepts IOrganizationService and incident GUID as an parameter to make the status of all the activities as “Complete” for the incident id passed.

Note: We need to complete only activities that are Open.

private void CompleteAssociatedActivities(IOrganizationService service, Guid incidentId)

        {

            using (OrganizationServiceContext context = new OrganizationServiceContext(service))

            {

                try

                {

                    var query = (from a in context.CreateQuery("activitypointer")

                                 where (a.GetAttributeValue<Guid>("regardingobjectid") == incidentId) && a.GetAttributeValue<int>("statecode") != 1

                                 select new { Activity = a }).ToList();

                    foreach (var v in query)

                    {

                        if (v.Activity.Contains("activitytypecode") && !Guid.Empty.Equals(v.Activity.Id))

                        {

                            SetStateRequest setStateRequest = new SetStateRequest();

                            // Completing Interaction activty

                            setStateRequest.EntityMoniker = new EntityReference(v.Activity["activitytypecode"].ToString(), v.Activity.Id); 

                            // Set the State and Status OptionSet Values to completed.

                            setStateRequest.State = new OptionSetValue(1);

                            setStateRequest.Status = new OptionSetValue(2); 

                            // Execute the Response

                            SetStateResponse setStateResponse = (SetStateResponse)service.Execute(setStateRequest);

                        }

                    }

                }

                catch (Exception ex)

                {

                    throw; // or log the error

                }

            }

        }

Next step is to close the incident as we completed all the activities associated to the incident. Below function uses CloseIncidentRequest to close Incident with resolution.

private void ResolveIncident(IOrganizationService service, Guid recordGUID, string entityName)

        {

            CloseIncidentRequest closeIncidentRequest = new CloseIncidentRequest();

            try

            {

                closeIncidentRequest.IncidentResolution = new Entity("incidentresolution");

                closeIncidentRequest.IncidentResolution["subject"] = "Resolved incident";

                closeIncidentRequest.IncidentResolution["incidentid"] = new EntityReference(entityName, recordGUID);

                closeIncidentRequest.Status = new OptionSetValue(5);

                CompleteAssociatedActivities(service, recordGUID); // Makes all the activities associated to case to complete before resolving a case

                service.Execute(closeIncidentRequest);

            }

            catch (Exception ex)

            {

                throw;

            }

        }

Hope this blogs helps to understand resolving incident by completing all activities.