Posted on 10/13/2016 2:36:00 PM by Levin, AricDevelopment Dynamics CRM
Recently I had this question come up, and wanted to discuss the difference between closing an incident (Case) as resolved, or closing an incident as cancelled. There are a few other options, but we will focus on these two.
The Case entity in CRM, has an associated entity called Case Resolution (incidentresolution). When a case was opened and then completed with a resolution, the closure of the case will be via the Incident Resolution Entity, as shown in the code below.
However, when an incident as cancelled, there is no resolution, so the closure of the incident happens directly within the Case entity, and there is no need for a closure. See the code below to notice the difference.