Dear, A product suggestion that a lot of clients have: make the 'Resolve case dialog box' editable. A similiar request will be implemented in 2019-wave 2 for the opportunity close dialog box. https://experience.dynamics.com/ideas/categories/list/?view=New&viewId=feb96173-d81b-e811-8108-3863bb2bca60&forum=b68e50a6-88d9-e811-a96b-000d3a1be7ad&category=a0512104-3f2d-e811-813c-e0071b6ad011&mf=#tabNew https://docs.microsoft.com/en-us/dynamics365-release-plan/2019wave2/dynamics365-sales/customization-opportunity-close-dialog-box This request has the same benefits, in a customer service context of course. Best regards, Koen Gevaert