Closing Cases

A case can be closed only if all the associated activities have been completed. A case gets closed automatically when you complete an activity, and that activity is the only open activity for that case.

A closed case is reopened automatically by the system when a new activity gets associated with it. Cases cannot be reopened manually by users.

To close a case:

1. With an activity or case selected, go to the Case  pane.

2. In the Case Details tab, in the Case status field select Closed.

   If the case has any activities that are not completed, a Close Case window appears.

3. In the Close Case window click the Yes button to complete all activities assigned to you, and close the case. If there are any activities assigned to other agents, and you wish to complete all these activities, and close the case, click the Yes to All button. 

Related Topics

• Creating Cases

• Viewing Case Details

• Splitting and Merging Cases