Well…

In Microsoft dynamics, CRM 4.0, when you go to resolve a case, there is a drop-down called case resolution. One would think that to modify that it needs to be set in the entity of the same name. But no Microsoft being the bright people, they are set the contents of that drop down as an attribute of the case entity. More specifically the case status reason. Basically everything is not always what it seems or set where one would think it should be. I learned this today a little before midnight. So everyone who deals with things and has repeatedly banged their head against the desk, trying to customize something that should be customizable look in the unexpected places you never know Where the actual customization would be. And it’s really not documented anywhere either.

More specifically, with this particular attribute if you open it up, you’ll notice a drop-down called status. If that drop-down says open, then the items you see on the case form are shown, but if you open that drop-down up and set it to resolved, then you can add more items that will appear in the case resolution dialogue. Again Microsoft, in their infinite wisdom calls, that a resolution type and shows it on the case form so logically one would think it’s there. But it’s not. Again the end being things are not always what they seem today I learned.