---
sourceDocument: Zurich Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Close a customer service case

# Close a customer service case {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Close a case at any time, except when it is in the Resolved
state.

## Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

## About this task

After an agent proposes a solution for a case, the state changes to
Resolved and the customer can either choose to accept or
reject the solution. If accepted, the case is closed. If rejected, the state reverts
to Open.

An agent or agent manager can close a case at any time, except when it is in the
Resolved state, whereas only a customer can accept or
reject the proposed solution. When an agent or agent manager closes a case, details
must be included in the Resolution notes field.

## Procedure

1. Open a customer service case in CSM Configurable Workspace.
2. Select the Details tab.
3. In the Closure Information section, fill in the following fields.
   1. Select a code in the Resolution code field that indicates the resolution state of the case.
   2. Enter any information related to the closure in the Resolution notes field.
   {#t_CloseACase__substeps_sfr_wfg_3fc}
4. Select Close Case.
{#t_CloseACase__steps_nkm_bkj_pt}