You can close a case once it’s resolved. There are several ways to close a case. You can either close a case directly from the Case Top Bar or you can close multiple cases from both the Side-by-Side View or the List View. You can also close cases from the Search screen.

To close a single case from Case Top Bar:

  1. Drill down to the case, then click in the top right corner of the screen.
  2. In the Close Case popup, select a valid reason and a root cause for closing the case and type any additional comments. These will be posted on the Case wall.
  3. Click Close.

To close multiple cases from the Cases Queue in the Side-by-Side View:

  1. Click  icon.
  2. Select the required cases in the Cases Queue.
  3. Click on  and select Close Cases.
  4. In the Close Case popup, select a valid reason and a root cause for closing the case and type any additional comments. These will be posted on the Case wall.
  5. Click Close.

To close multiple cases from Case Queue in the List View:

  1. Select the required cases in the Cases Queue.

  2. Click on   icon located in the top right of the screen.

  3. In the Close Case popup, select a valid reason and a root cause for closing the case and type any additional comments. These will be posted on the Case wall.

  4. Click Close.

To close multiple cases from the Search screen:

  1. Navigate to the Search screen.
  2. Select the relevant cases using any of the required filters.
  3. In the results list, select the cases that you want to close.
  4. In the Close Case dialog box, select the Reason and Root Cause from the drop-down list, enter a valid reason in the Comment box, and then click Close.