Forum Discussion

chrisbodman's avatar
chrisbodman
New Contributor II
5 years ago

CRM Snap Pack - Resolve Incidents (Cases0

Hi Everyone, Is the Dynamics CRM Snap pack not really used? I can’t seem to find much guidance on how to use it? We’ve run into an issue where we can’t resolve cases. In the SDK or using the API,...
mbowen's avatar
mbowen
Employee
5 years ago

Hi Chris. I’ll look into this today. Expect another reply from me.

  • mbowen's avatar
    mbowen
    Employee
    5 years ago

    Hi Chris:

    Consider this the penultimate follow-up. I’m less familiar with our “Dynamics” snap packs (365 for Sales, CRM, …), and it is not so obvious that the CRM snap pack supports submitting a CloseIncidentRequest. I’ve escalated with some other devs who are more familiar with this.

    • mbowen's avatar
      mbowen
      Employee
      5 years ago

      Hi Chris:

      We support Dynamics 365 for Sales. This is a subset of Dynamics Customer Engagement. If we fully supported that, you would be able to invoke the CloseIncidentRequest to close an incident.

      Our Dynamics 365 for Sales is the latest version of the CRM snap pack developed on their Rest API (Web API). It should be possible to close an incident with this snap pack.

      A couple of other things to note though. We only support the CRM (365 for Sales) ONLINE version for this snap pack. Is your Dynamics instance Online or On Premise?

      We also have a Dynamics CRM snap pack which is older and not as up-to-date as 365 for Sales.