Environment: Customer Service Hup Apps.

Information:

In the Customer Service Admin Center, navigate to Case Settings → Other Settings. Ensure that the Resolve Case dialog box is set to 'Customizable Dialog'.

In the Customer Service Hub application, go to the 'Cases' section and select a record. Click the 'Resolve Case' button in the ribbon to open the resolution window. Next, the user clicks on the 'Open in New Tab' button, enters the required data, and selects 'Save and Close'. However, this action returns the user to the resolution window, requiring an additional click on 'Save and Close' or 'Close' to complete the process.

Issue: 

When opened in a new tab, the user enters the required data and selects 'Save & Close.' However, this action redirects the user back to the resolution window. After selecting 'OK' or 'Cancel,' the user is returned to the resolution window. However, the previously entered information is not reflected in the window.

If the resolution window is closed without adding data, the record appears only once in the timeline. However, if the user mistakenly enters the data again, a duplicate record is created in the timeline, leading to confusion.

Idea: 

To remove/hide the 'Open in New Tab' button from the Case Resolution window for the 'Customizable Dialog' box style set in the Customer Service Admin Center.

Business Value:

Improved decision-making, enhanced trust in the system, UI experience, time efficient.