Reactivating a Case in Microsoft Dynamics CRM 2011

Simon Phillips, 12 March 2011

Say for example, you have just resolved a case for a customer where they were getting an error with your product but then a few days later they return with the same error occurring. In this situation it is better suited to reactivate the existing case with all the existing information and what was already tried to fix the error, instead of creating a new case. Reactivating instead of creating new case can ultimately save both the customer and the company time and money by not repeating things that have not previously worked.

Any resolved or cancelled case can be reactivated. When a resolved case is reactivated, the status of the most recent closed resolution activity is changed to cancelled.

When a case is reactivated and then resolved again, the total time for the case calculates differently depending on whether the case has a contract related to it or not.

Cases Related to Contracts

When a resolved case is reactivated, the clock for activity time is reset. The time related to closed activities is not reported twice to a contract that is based on time originally logged.

When the case is resolved again, the Total Time field reflects only the time from those activities that were closed since the last reactivation, but the allotment in the contract line is not double-reported, no matter how many reactivations there are.

When a case is reactivated but the contract has expired, the system displays a notification alerting the user that the contract detail is expired or cancelled. The case is still reactivated.

Cases Not Related to Contracts

When a resolved case is reactivated, activity time does not start over, when a reactivated case is resolved again, the Total Time field reflects the time from every closed activity related to the case.

Procedure to Reactivate a Resolved Case:

1. On the Navigation pane, click on Service and then click  Cases
2. Change the view to My resolved Cases, My Team Members’ Resolved Cases, or Resolved Cases
3. Double click the Case you wish to reactivate
4. Click on Reactivate Case, click ok on the dialog box
5. Modify the information on the form or add any activities
6. Click Save or Save and Close