---
sourceDocument: Australia Retail Industry
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/retail-industry

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Retail Industry

ft:clusterId :

    - rahi

bundleId :

    - rahi

workflow :

    - Customer and Industry


---

# Respond to resolutions through Portal or Mobile

# Respond to resolutions through Portal or Mobile {#ariaid-title1}

Release version: Australia  
Updated November 5, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Review proposed resolutions and respond by accepting, rejecting with a reason, or self-closing your case. Available only when case is in "Resolution Proposed" state.

## Before you begin

* Received notification that HQ has proposed resolution for your case
* Case must be in "Resolution Proposed" state for Accept/Reject actions to appear
* **Role required:** Store Manager, Store Associate, Regional Manager, or Area Manager

## About this task

After HQ proposes a resolution, review it from the portal or mobile app. Accept/Reject actions only appear when the case is in "Resolution Proposed" state. Choose one of these mutually exclusive actions to proceed.

## Procedure

1. Log in to Retail Operations portal or open Retail Operations mobile app
2. Navigate to your requested cases
3. Open the break-fix case with "Resolution Proposed" state  
   Note:  
   Accept and Reject actions only appear when the case is in the Resolution Proposed state.
4. Review the proposed resolution details  
   Note:  
   Check troubleshooting steps, incident details, or work order information provided by HQ.
5. Choose one of three actions:
   1. **Action 1 - Accept Resolution:** Click (portal) or tap (mobile) Accept to confirm the proposed resolution is satisfactory and close the case immediately.
   2. **Action 2 - Reject Resolution:** Click (portal) or tap (mobile) Reject, enter a reason in the Rejection reason field, then click/tap Submit.  
      Note:  
      Mandatory reason. Example: "Printer still not printing" or "Software issue still occurring."  
      Case state changes to "New" and reopens to HQ queue with your reason documented.
   3. **Action 3 - Self-Close:** Click (portal) or tap (mobile) Close case if reported issue is no longer needed or resolved outside this workflow.  
      Case closes without requiring HQ resolution.

## Result

**When you Accept:** Case status changes to "Closed" and is resolved and archived.

**When you Reject:** Case reopens to HQ queue with state "New". HQ receives notification with your rejection reason and will propose an alternative resolution.

**When you Self-Close:** Case status changes to "Closed" without HQ involvement, and no notification is sent to HQ.

## What to do next

If you Accepted or Self-Closed, case is resolved and archived. If you Rejected, HQ Support Agents will receive your reason and propose an alternative resolution, which you will review similarly. See [Resolve Cases in Workspace (HQ Agents)](https://www.servicenow.com/docs/8lqsL83On8_9i5Zc2X7swA "Review assigned break-fix cases in the CSM/FSM workspace, select a service issue type, and propose resolutions using troubleshooting steps, service incidents, or work orders.") to understand HQ's resolution process.
**Related concepts**   

* [Break-Fix Case Management](https://www.servicenow.com/docs/4F9z7lyjj4P7vL1S~ZNDtw "Break-Fix Case Management enables store staff to report and resolve hardware and IT failures through a structured workflow involving requestors, HQ support agents, and field service technicians.")  
**Related tasks**   

* [Submit Break-Fix Cases through Portal or Mobile](https://www.servicenow.com/docs/6XXUwP79NHD5F1dGgwGdLQ "Report equipment failures using the Retail Operations portal or mobile app. Your requesting store and available equipment are automatically determined based on your user account and service organization.")
* [Resolve Cases in Workspace through HQ Agents](https://www.servicenow.com/docs/8lqsL83On8_9i5Zc2X7swA "Review assigned break-fix cases in the CSM/FSM workspace, select a service issue type, and propose resolutions using troubleshooting steps, service incidents, or work orders.")  
**Related reference**   

* [Components for Break-Fix](https://www.servicenow.com/docs/q4kW34vdg4jG9pvqxMfcGA "Technical reference for Break-Fix case states, available actions, critical fields, tables, and data relationships.")