How to – Update resolved and cancelled cases (incident) without reopening/reactivating – 2021 Release Wave 1 – Dynamics 365

To update resolved or cancelled cases we had to reopen the case record, update it and then close it back.

• https://crmfortress.com/2017/02/10/update-resolved-cases-in-dynamics-365/
• http://www.kingswaysoft.com/blog/2017/03/31/Dance-with-CRM-Statuses-In-ETL-Project

If we try updating case record through web service / Web API, we would get the below error

Since case is resolved and read-only, only these attributes are updatable : “ownerid”, “owneridyominame”, “owneridtype”, “owninguser”, “statecode”, “statuscode”, “modifiedon”, “modifiedby”, “modifiedonbehalfby”, “owningbusinessunit” , “processid”. If you need to edit other fields, please reactivate the case

However now with the recent update, we can now update the case information for closed and cancelled cases.

https://docs.microsoft.com/en-us/dynamics365-release-plan/2021wave1/service/dynamics365-customer-service/configuration-allow-updates-cases-resolved-canceled-status

Case update after resolution settings in Dynamics 365 Customer Service Hub

Here for the below cancelled case, we will update the title, description, and origin field.

On running the below code, instead of getting an exception

we can see the record updated.

The case form would still be in read only mode for the users.

Blog posts on 2021 Release Wave 1 – Dynamics 365

Hope it helps..