How to close Cases
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:
- Drill down to the case, then click in the top right corner of the screen.
- 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.
- Click Close.
To close multiple cases from the Cases Queue in the Side-by-Side View:
- Click icon.
- Select the required cases in the Cases Queue.
- Click on and select Close Cases.
- 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.
- Click Close.
To close multiple cases from Case Queue in the List View:
Select the required cases in the Cases Queue.
Click on icon located in the top right of the screen.
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.
Click Close.
To close multiple cases from the Search screen:
- Navigate to the Search screen.
- Select the relevant cases using any of the required filters.
- In the results list, select the cases that you want to close.
- 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.