Update case

Applies to: Dynamics 365 Customer Service

Note

• The tools and examples in this documentation illustrate current capabilities. Tool names, descriptions, parameters, response formats, and available functionality can change over time.
• When you build agents, integrations, or orchestration logic, don't hard-code dependencies on specific tool names, parameter structures, tool metadata, or response schemas. Instead, design your solution to discover and use available tools at runtime.
• As the platform evolves, Microsoft might add, remove, rename, or modify tools and tool metadata. Designing against capabilities rather than specific tool identifiers helps maintain compatibility across service updates.

Use this capability when you want to change a field on a support case, such as its priority, title, description, or other details.

What it does

The assistant updates one or more fields on a case record. You can change the priority level using plain language, change the customer or another related record by name, or update any other case field by specifying what you want to change. The assistant confirms which fields were updated after the change is applied.

Try prompts like

• Set the priority of CAS-01010-A0A0A0 to high.
• Change the title of this case to Login issue.
• Update the description on this case.
• Set priority to low.
• Mark this case as waiting for details.
• Change the customer on case CAS-01010-A0A0A0 to Contoso Ltd.

What you'll see in chat

The assistant confirms the update with a text response listing the fields that were changed. No interactive component is displayed for this action.

If you name a customer or other related record and more than one record matches, the assistant lists the matches and asks which one you mean. If nothing matches, it tells you rather than reporting a change that didn't happen.

Helpful tips

• You can refer to the case by its case number (for example, CAS-01010-A0A0A0) or let the assistant use the case you're already working with.
• For priority changes, use "high", "normal", or "low".
• You can update multiple fields in a single request.
• When changing the customer, give the account or contact name (for example, "Contoso Ltd"). If the name is ambiguous, the assistant asks you to pick.
• If you want to close a case, use "close this case" instead—that's a separate action with a resolution record.

Tip

Open the case first with "show me case CAS-01010-A0A0A0" to review the current fields before updating.

What happens next

After updating, you can continue with prompts like:

• Show me this case.
• Summarize this case.
• What's the SLA status on this case?
• Reassign this case to Alex.

Does this change data?

Yes, this changes data.

The case record is updated in Dynamics 365. The change takes effect immediately.

Prerequisites

This tool requires the following:

• Customer service representative role.

Tool summary

Property	Value
User-facing name	Update case
Internal tool name	update_case
Purpose	Updates one or more fields on a support case

Tool behavior

Updates one or more fields on a support case. Supports typed shortcuts for common fields like priority, a fields map for scalar Dataverse columns such as title, description, and status reason, and a lookups map for relationship fields such as customer, owner, contact, and subject. Names given for relationship fields are resolved to a record before the update is applied, so a name that matches nothing—or matches several records—is reported back instead of being written.

Annotations

Annotation	Value	Meaning
readOnlyHint	false	This tool modifies data.
destructiveHint	false	The update is non-destructive (fields are overwritten, not deleted).
idempotentHint	true	Calling with the same inputs produces the same result.
openWorldHint	Not set	Uses default (queries Dataverse).

Input concepts

Case identifier

Input	Description	Required
incidentId, caseNumber	incidentId (GUID) or caseNumber (for example, CAS-01010-A0A0A0). At least one is required. When caseNumber is provided, the server resolves it to a GUID.	Yes

Priority shortcut

Input	Description	Required
priority, high, normal, low	priority (enum: high, normal, low). Convenience parameter for the most common field update.	No

Arbitrary fields

Input	Description	Required
fields	fields (record of Dataverse logical-name to value pairs). Scalar columns only—title, description, status reason, case type, and custom columns. Used by the form widget for inline editing, or for any scalar field not covered by the typed shortcuts. A lookup sent here is rerouted to the relationship path automatically.	No

Relationship fields

Input	Description	Required
lookups	lookups (record of lookup logical-name to record name or GUID). Used for relationship fields such as customerid, primarycontactid, and subjectid—for example {"customerid": "Contoso Ltd"}. The server resolves the name to a record and links it. This is the supported way to change a lookup.	No

Response and UI behavior

This MCP tool is supported by an MCP app.

Response type

Text confirmation

The tool returns a text confirmation of the updated fields. No interactive component is rendered.

Routing notes

Use update_case for:

• Any field change on a case record (priority, title, description, status reason, custom fields).
• Inline edits from the case form widget.

Don't use update_case when:

• Closing/resolving a case—route to close_case (uses the Dataverse CloseIncident action).
• Reassigning a case—route to reassign_case (handles ownership transfer and handover notes).
• Updating a non-case entity—route to update_entity_record.

Related tools

Tool	Relationship
get_case	Opens the case form for inspection before editing
close_case	Resolves and closes a case (uses CloseIncident, not a field update)
reassign_case	Reassigns a case to another user, team, or queue
list_cases	Lists cases to find the one to update
summarize_case	Opens the case with an AI summary for triage before editing

Data mutation classification

Write / mutation.

Updates one or more fields on the case record in Dataverse. The operation is idempotent—calling with the same inputs produces the same result.