Close a case

  • 릴리스 버전: Australia
  • 업데이트 날짜 2026년 03월 12일
  • 소요 시간: 1분

    • Users with OSP agent role can propose a solution to a case and close the assigned cases.

    시작하기 전에

    Role required: sn_csm_ocs.ext_agent

    프로시저

    1. Navigate to All > Outsourced Customer Service > Cases > My Cases.
    2. Open a case that you want to close.
    3. Select the Closure information tab on the case form.
    4. In the Resolution Code field, select the appropriate code that best describes the resolution type (for example, Solved (Permanently) or Workaround Provided).
    5. Select the Resolution code from the drop-down list.
    6. In the Resolution Notes field, enter a clear description of the resolution steps taken and the outcome.
    7. SelectClose Case.
      The case state changes to Closed state.