Close a case

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

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

    Before you begin

    Role required: sn_csm_ocs.ext_agent

    Procedure

    1. Navigate to All > Outsourced Customer Service > Cases > My Cases.
    2. Open a case.
    3. Click the Closure information tab on the case form.
    4. Select the Resolution code from the drop-down list.
    5. Enter the cause for resolution and notes if any in the Cause and Resolution notes fields.
    6. Select the Add resolution notes to comments check box, if desired.
    7. Click Close Case.
      The case state changes to Closed state.