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When re-activating a resolved case, the most current & already existing case resolution activity updates to cancelled. I'm wondering if that can be changed; because we cannot change the modified on stamp on activities within the timeline the case resolution cancellations cause an inaccurate view of what's happening with a case. It appears the case was originally resolved later than it actually was.
STATUS DETAILS
Declined
Administrator on 8/28/2023 8:56:51 AM
Thanks for your feedback. You could refer to the first case resolution activity created on the case which might be in canceled state (if the case was re-activated later) to find out when was the case resolved for the first time.
Regards,
Product Manager
Microsoft