Sample: Close an incident
Applies To: Dynamics CRM 2013
This sample code is for Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online. Download the Microsoft Dynamics CRM SDK package. It can be found in the following location in the download package:
SampleCode\CS\BusinessDataModel\Service\CloseAnIncident.cs
SampleCode\VB\BusinessDataModel\Service\CloseAnIncident.vb
Requirements
For more information about the requirements for running the sample code provided in this SDK, see Use the sample and helper code.
Demonstrates
This sample shows how to process and close an incident (case) with a case resolution.
Example
using System;
using System.ServiceModel;
using Microsoft.Crm.Sdk.Messages;
using Microsoft.Xrm.Sdk;
using Microsoft.Xrm.Sdk.Client;
namespace Microsoft.Crm.Sdk.Samples
{
public class CloseAnIncident
{
#region Class Level Members
private OrganizationServiceProxy _serviceProxy;
private Guid _incidentId;
private Guid _appointmentId;
private Guid _accountId;
#endregion
#region How To Sample Code
public void Run(ServerConnection.Configuration serverConfig,
bool promptforDelete)
{
using (_serviceProxy = ServerConnection.GetOrganizationProxy(serverConfig))
{
// This statement is required to enable early bound type support.
_serviceProxy.EnableProxyTypes();
CreateRequiredRecords();
RunIncidentManipulation();
DeleteRecords(promptforDelete);
}
}
private void RunIncidentManipulation()
{
Console.WriteLine("=== Creating and Closing an Incident (Case) ===");
// Create an incident.
var incident = new Incident
{
CustomerId = new EntityReference(Account.EntityLogicalName, _accountId),
Title = "Sample Incident"
};
_incidentId = _serviceProxy.Create(incident);
NotifyEntityCreated(Incident.EntityLogicalName, _incidentId);
// Create a 30-minute appointment regarding the incident.
var appointment = new Appointment
{
ScheduledStart = DateTime.Now,
ScheduledEnd = DateTime.Now.Add(new TimeSpan(0, 30, 0)),
Subject = "Sample 30-minute Appointment",
RegardingObjectId = new EntityReference(Incident.EntityLogicalName,
_incidentId)
};
_appointmentId = _serviceProxy.Create(appointment);
NotifyEntityCreated(Appointment.EntityLogicalName, _appointmentId);
// Show the time spent on the incident before closing the appointment.
NotifyTimeSpentOnIncident();
// Check the validity of the state transition to closed on the incident.
NotifyValidityOfIncidentSolvedStateChange();
// Close the appointment.
var setAppointmentStateReq = new SetStateRequest
{
EntityMoniker = new EntityReference(Appointment.EntityLogicalName,
_appointmentId),
State = new OptionSetValue((int)AppointmentState.Completed),
Status = new OptionSetValue((int)appointment_statuscode.Completed)
};
_serviceProxy.Execute(setAppointmentStateReq);
Console.WriteLine(" Appointment state set to completed.");
// Show the time spent on the incident after closing the appointment.
NotifyTimeSpentOnIncident();
// Check the validity of the state transition to closed again.
NotifyValidityOfIncidentSolvedStateChange();
// Create the incident's resolution.
var incidentResolution = new IncidentResolution
{
Subject = "Resolved Sample Incident",
IncidentId = new EntityReference(Incident.EntityLogicalName, _incidentId)
};
// Close the incident with the resolution.
var closeIncidentRequest = new CloseIncidentRequest
{
IncidentResolution = incidentResolution,
Status = new OptionSetValue((int)incident_statuscode.ProblemSolved)
};
_serviceProxy.Execute(closeIncidentRequest);
Console.WriteLine(" Incident closed.");
}
private void NotifyValidityOfIncidentSolvedStateChange()
{
// Validate the state transition.
var isValidRequest = new IsValidStateTransitionRequest
{
Entity = new EntityReference(Incident.EntityLogicalName, _incidentId),
NewState = IncidentState.Resolved.ToString(),
NewStatus = (int)incident_statuscode.ProblemSolved
};
var response =
(IsValidStateTransitionResponse)_serviceProxy.Execute(isValidRequest);
var isValidString = response.IsValid ? "is valid" : "is not valid";
Console.WriteLine(" The transition to a completed status reason {0}.",
isValidString);
}
private void NotifyTimeSpentOnIncident()
{
// Calculate the total number of minutes spent on an incident.
var calculateRequestTime = new CalculateTotalTimeIncidentRequest
{
IncidentId = _incidentId
};
var response =
(CalculateTotalTimeIncidentResponse)_serviceProxy.Execute(calculateRequestTime);
Console.WriteLine(" {0} minutes have been spent on the incident.",
response.TotalTime);
}
private void NotifyEntityCreated(String entityName, Guid entityId)
{
Console.WriteLine(" {0} created with GUID {{{1}}}",
entityName, entityId);
}
private void CreateRequiredRecords()
{
// Create an account to act as a customer for the incident.
var account = new Account
{
Name = "Litware, Inc.",
Address1_StateOrProvince = "Colorado"
};
_accountId = (_serviceProxy.Create(account));
}
private void DeleteRecords(bool prompt)
{
bool toBeDeleted = true;
if (prompt)
{
// Ask the user if the created entities should be deleted.
Console.Write("\nDo you want these entity records deleted? (y/n) [y]: ");
String answer = Console.ReadLine();
if (answer.StartsWith("y") ||
answer.StartsWith("Y") ||
answer == String.Empty)
{
toBeDeleted = true;
}
else
{
toBeDeleted = false;
}
}
if (toBeDeleted)
{
// The account is all that needs to be deleted. Everything else will be
// deleted with it.
_serviceProxy.Delete(Account.EntityLogicalName, _accountId);
}
}
#endregion How To Sample Code
#region Main method
/// <summary>
/// Standard Main() method used by most SDK samples.
/// </summary>
/// <param name="args"></param>
static public void Main(string[] args)
{
try
{
// Obtain the target organization's web address and client logon
// credentials from the user.
ServerConnection serverConnect = new ServerConnection();
ServerConnection.Configuration config = serverConnect.GetServerConfiguration();
var app = new CloseAnIncident();
app.Run(config, true);
}
catch (FaultException<Microsoft.Xrm.Sdk.OrganizationServiceFault> ex)
{
Console.WriteLine("The application terminated with an error.");
Console.WriteLine("Timestamp: {0}", ex.Detail.Timestamp);
Console.WriteLine("Code: {0}", ex.Detail.ErrorCode);
Console.WriteLine("Message: {0}", ex.Detail.Message);
Console.WriteLine("Plugin Trace: {0}", ex.Detail.TraceText);
Console.WriteLine("Inner Fault: {0}",
null == ex.Detail.InnerFault ? "No Inner Fault" : "Has Inner Fault");
}
catch (System.TimeoutException ex)
{
Console.WriteLine("The application terminated with an error.");
Console.WriteLine("Message: {0}", ex.Message);
Console.WriteLine("Stack Trace: {0}", ex.StackTrace);
Console.WriteLine("Inner Fault: {0}",
null == ex.InnerException.Message ? "No Inner Fault" : ex.InnerException.Message);
}
catch (System.Exception ex)
{
Console.WriteLine("The application terminated with an error.");
Console.WriteLine(ex.Message);
// Display the details of the inner exception.
if (ex.InnerException != null)
{
Console.WriteLine(ex.InnerException.Message);
FaultException<Microsoft.Xrm.Sdk.OrganizationServiceFault> fe = ex.InnerException
as FaultException<Microsoft.Xrm.Sdk.OrganizationServiceFault>;
if (fe != null)
{
Console.WriteLine("Timestamp: {0}", fe.Detail.Timestamp);
Console.WriteLine("Code: {0}", fe.Detail.ErrorCode);
Console.WriteLine("Message: {0}", fe.Detail.Message);
Console.WriteLine("Plugin Trace: {0}", fe.Detail.TraceText);
Console.WriteLine("Inner Fault: {0}",
null == fe.Detail.InnerFault ? "No Inner Fault" : "Has Inner Fault");
}
}
}
// Additional exceptions to catch: SecurityTokenValidationException, ExpiredSecurityTokenException,
// SecurityAccessDeniedException, MessageSecurityException, and SecurityNegotiationException.
finally
{
Console.WriteLine("Press <Enter> to exit.");
Console.ReadLine();
}
}
#endregion Main method
}
}
Imports System
Imports System.ServiceModel
Imports Microsoft.Crm.Sdk.Messages
Imports Microsoft.Xrm.Sdk
Imports Microsoft.Xrm.Sdk.Client
Namespace Microsoft.Crm.Sdk.Samples
Public Class CloseAnIncident
#Region "Class Level Members"
Private _serviceProxy As OrganizationServiceProxy
Private _incidentId As Guid
Private _appointmentId As Guid
Private _accountId As Guid
#End Region
#Region "How To Sample Code"
Public Sub Run(ByVal serverConfig As ServerConnection.Configuration,
ByVal promptforDelete As Boolean)
_serviceProxy = ServerConnection.GetOrganizationProxy(serverConfig)
Using _serviceProxy
' This statement is required to enable early bound type support.
_serviceProxy.EnableProxyTypes()
CreateRequiredRecords()
RunIncidentManipulation()
DeleteRecords(promptforDelete)
End Using
End Sub
Private Sub RunIncidentManipulation()
Console.WriteLine("=== Creating and Closing an Incident (Case) ===")
' Create an incident.
Dim incident =
New Incident With
{
.CustomerId = New EntityReference(Account.EntityLogicalName,
_accountId),
.Title = "Sample Incident"
}
_incidentId = _serviceProxy.Create(incident)
NotifyEntityCreated(Incident.EntityLogicalName, _incidentId)
' Create a 30-minute appointment regarding the incident.
Dim appointment =
New Appointment With
{
.ScheduledStart = Date.Now,
.ScheduledEnd = Date.Now.Add(New TimeSpan(0, 30, 0)),
.Subject = "Sample 30-minute Appointment",
.RegardingObjectId = New EntityReference(incident.EntityLogicalName,
_incidentId)
}
_appointmentId = _serviceProxy.Create(appointment)
NotifyEntityCreated(Appointment.EntityLogicalName, _appointmentId)
' Show the time spent on the incident before closing the appointment.
NotifyTimeSpentOnIncident()
' Check the validity of the state transition to closed on the incident.
NotifyValidityOfIncidentSolvedStateChange()
' Close the appointment.
Dim setAppointmentStateReq =
New SetStateRequest With
{
.EntityMoniker = New EntityReference(appointment.EntityLogicalName,
_appointmentId),
.State = New OptionSetValue(CInt(Fix(AppointmentState.Completed))),
.Status = New OptionSetValue(CInt(Fix(appointment_statuscode.Completed)))
}
_serviceProxy.Execute(setAppointmentStateReq)
Console.WriteLine(" Appointment state set to completed.")
' Show the time spent on the incident after closing the appointment.
NotifyTimeSpentOnIncident()
' Check the validity of the state transition to closed again.
NotifyValidityOfIncidentSolvedStateChange()
' Create the incident's resolution.
Dim incidentResolution =
New IncidentResolution With
{
.Subject = "Resolved Sample Incident",
.IncidentId = New EntityReference(incident.EntityLogicalName,
_incidentId)
}
' Close the incident with the resolution.
Dim closeIncidentRequest =
New CloseIncidentRequest With
{
.IncidentResolution = incidentResolution,
.Status =
New OptionSetValue(CInt(Fix(incident_statuscode.ProblemSolved)))
}
_serviceProxy.Execute(closeIncidentRequest)
Console.WriteLine(" Incident closed.")
End Sub
Private Sub NotifyValidityOfIncidentSolvedStateChange()
' Validate the state transition.
Dim isValidRequest =
New IsValidStateTransitionRequest With
{
.Entity = New EntityReference(Incident.EntityLogicalName,
_incidentId),
.NewState = IncidentState.Resolved.ToString(),
.NewStatus = CInt(Fix(incident_statuscode.ProblemSolved))
}
Dim response = CType(_serviceProxy.Execute(isValidRequest),
IsValidStateTransitionResponse)
Dim isValidString = If(response.IsValid, "is valid", "is not valid")
Console.WriteLine(" The transition to a completed status reason {0}.",
isValidString)
End Sub
Private Sub NotifyTimeSpentOnIncident()
' Calculate the total number of minutes spent on an incident.
Dim calculateRequestTime =
New CalculateTotalTimeIncidentRequest With
{
.IncidentId = _incidentId
}
Dim response = CType(_serviceProxy.Execute(calculateRequestTime),
CalculateTotalTimeIncidentResponse)
Console.WriteLine(" {0} minutes have been spent on the incident.",
response.TotalTime)
End Sub
Private Sub NotifyEntityCreated(ByVal entityName As String, ByVal entityId As Guid)
Console.WriteLine(" {0} created with GUID {{{1}}}", entityName, entityId)
End Sub
Private Sub CreateRequiredRecords()
' Create an account to act as a customer for the incident.
Dim account = New Account With
{
.Name = "Litware, Inc.",
.Address1_StateOrProvince = "Colorado"
}
_accountId = (_serviceProxy.Create(account))
End Sub
Private Sub DeleteRecords(ByVal prompt As Boolean)
Dim toBeDeleted As Boolean = True
If prompt Then
' Ask the user if the created entities should be deleted.
Console.Write(vbLf & "Do you want these entity records deleted? (y/n) [y]: ")
Dim answer As String = Console.ReadLine()
If answer.StartsWith("y") OrElse answer.StartsWith("Y") OrElse answer =
String.Empty Then
toBeDeleted = True
Else
toBeDeleted = False
End If
End If
If toBeDeleted Then
' The account is all that needs to be deleted. Everything else will be
' deleted with it.
_serviceProxy.Delete(Account.EntityLogicalName, _accountId)
End If
End Sub
#End Region ' How To Sample Code
#Region "Main method"
''' <summary>
''' Standard Main() method used by most SDK samples.
''' </summary>
''' <param name="args"></param>
Public Shared Sub Main(ByVal args() As String)
Try
' Obtain the target organization's web address and client logon
' credentials from the user.
Dim serverConnect As New ServerConnection()
Dim config As ServerConnection.Configuration =
serverConnect.GetServerConfiguration()
Dim app = New CloseAnIncident()
app.Run(config, True)
Catch ex As FaultException(Of Microsoft.Xrm.Sdk.OrganizationServiceFault)
Console.WriteLine("The application terminated with an error.")
Console.WriteLine("Timestamp: {0}", ex.Detail.Timestamp)
Console.WriteLine("Code: {0}", ex.Detail.ErrorCode)
Console.WriteLine("Message: {0}", ex.Detail.Message)
Console.WriteLine("Plugin Trace: {0}", ex.Detail.TraceText)
Console.WriteLine("Inner Fault: {0}",
If(Nothing Is ex.Detail.InnerFault, "No Inner Fault", "Has Inner Fault"))
Catch ex As System.TimeoutException
Console.WriteLine("The application terminated with an error.")
Console.WriteLine("Message: {0}", ex.Message)
Console.WriteLine("Stack Trace: {0}", ex.StackTrace)
Console.WriteLine("Inner Fault: {0}",
If(Nothing Is ex.InnerException.Message, "No Inner Fault", ex.InnerException.Message))
Catch ex As System.Exception
Console.WriteLine("The application terminated with an error.")
Console.WriteLine(ex.Message)
' Display the details of the inner exception.
If ex.InnerException IsNot Nothing Then
Console.WriteLine(ex.InnerException.Message)
Dim fe As FaultException(Of Microsoft.Xrm.Sdk.OrganizationServiceFault) =
TryCast(ex.InnerException,
FaultException(Of Microsoft.Xrm.Sdk.OrganizationServiceFault))
If fe IsNot Nothing Then
Console.WriteLine("Timestamp: {0}", fe.Detail.Timestamp)
Console.WriteLine("Code: {0}", fe.Detail.ErrorCode)
Console.WriteLine("Message: {0}", fe.Detail.Message)
Console.WriteLine("Plugin Trace: {0}", fe.Detail.TraceText)
Console.WriteLine("Inner Fault: {0}",
If(Nothing Is fe.Detail.InnerFault, "No Inner Fault", "Has Inner Fault"))
End If
End If
' Additional exceptions to catch: SecurityTokenValidationException, ExpiredSecurityTokenException,
' SecurityAccessDeniedException, MessageSecurityException, and SecurityNegotiationException.
Finally
Console.WriteLine("Press <Enter> to exit.")
Console.ReadLine()
End Try
End Sub
#End Region ' Main method
End Class
End Namespace
See Also
CloseIncidentRequest
IsValidStateTransitionRequest
Incident (case) entities