How can we access or view case responses if we closed the case? We have tried several options, like defaulting the case status back to Ready when a response was provided but this just caused our case aging to grow and we were receiving just comments

[Elaine Bucci]

How can we access or view case responses if we closed the case? We have tried several options, like defaulting the case status back to Ready when a response was provided but this just caused our case aging to grow and we were receiving just comments with no further action needed. Does anyone have any ideas that worked well to obtain comments to a closed case?

[Aoife · Accepted solution]

I assume responses come in via email or the portal?  Either way, if a response is posted on a closed cause, create a new case with details from the first one and the response.  Make it a child or reference to the original case somehow to report on it.

Aoife

[Elaine Bucci]

Thank you

[Elaine Bucci]

Thank you