Allow updates for resolved and canceled cases

You might need to update case descriptions or other information after the cases are resolved or canceled. For example, for General Data Protection Regulation compliance, you want to remove certain data from your case records. You can't update any details for cases if the status is resolved or canceled. However, you can update such case information using Power Automate flows or an API without having to reopen the case.

Note

The option to update cases in resolved or canceled state is the default behavior.

Enable settings for allowing updates to cases in resolved or canceled state

Perform the following steps to enable modifications to cases that are in the resolved or canceled state:

1. In Dynamics 365, go to one of the apps, and perform the following steps.

   Customer Service admin center

   1. In the site map, select Case Settings in Customer Support. The Case Settings page appears.

   2. Select Manage for Other settings.

   Customer Service Hub - Service Management (deprecated)

   Important

   The Service Management area in Customer Service Hub is deprecated. Use the Customer Service admin center app for admin tasks across Customer Service.

   1. In the Service Management site map, select Service Configuration Settings in Service Terms.

2. In Case update after resolution, select Resolved and canceled cases in the Allow updates for dropdown if it isn't selected. You can also select only Resolved cases, Closed cases, or Don't allow updates based on your business needs.

3. Configure flows in Power Automate or use an API to update the case records.

See also

Automatically create or update records in Customer Service Hub