Sample: Close an incident
This sample code is for Dynamics 365 Customer Engagement (on-premises). Download the Service samples.
Prerequisites
Internet connection is required to download the sample project and to restore the NuGet packages used in the sample project.
Requirements
For more information about the requirements for running the sample code provided here, see Run a simple program using Customer Engagement web services and How to run Dataverse samples?.
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 = new OrganizationServiceProxy(serverConfig.OrganizationUri, serverConfig.HomeRealmUri,
serverConfig.Credentials, serverConfig.DeviceCredentials))
{
// 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
}
}
See also
Incident (Case) Entities
CloseIncidentRequest
IsValidStateTransitionRequest