---
sourceDocument: Australia Telecommunications, Media, and Technology
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/telecom-media-technology

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Telecommunications, Media, and Technology

ft:clusterId :

    - telmt

bundleId :

    - telmt

workflow :

    - Customer and Industry


---

# Close a customer dispute

# Close a customer dispute {#ariaid-title1}

Release version: Australia  
Updated July 27, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Notify the customer of the outcome, capture the customer's feedback, and record closing information before closing the dispute.

## Before you begin

Role required: sn_telco_adr_mgmt.manager

## About this task

The closure stage runs after the resolution and dispute analysis stage. Use this task to notify the customer, collect their feedback, and close the dispute record.

## Procedure

1. Navigate to AllWorkspacesCSM/FSM Configurable Workspace.
2. Select the lists (![ListIcon.]()) icon.
3. Navigate to Customer Dispute ManagementAll.
4. Open the dispute record.
5. On the Closure stage, enter the dispute resolution details.  
   {#close-customer-dispute__table_ad2_2qp_h3c__entry__2}

   | Field | Description |
   |-|-|
   | Resolution code | Type of proposed resolution to identify the dispute. |
   | Add resolution notes to comments | Option to add the resolution notes to the CDM case activity stream, making them available to anyone who can view the CDM activity stream. |
   | Resolution notes | Detailed summary to resolve the dispute. Note: If you're using the ServiceNow Otto for TMT application, you can generate the resolution notes using the ServiceNow Otto component. To learn more, see [Generate resolution notes for ADR case](https://www.servicenow.com/docs/1U2QliWWOShJv94Q55omPw "Generate the resolution notes for an Alternative Dispute Resolution (ADR) case by using the resolution notes generation for ADR skill in the ServiceNow Otto for TMT application."). |
   [Table 1. Add resolution notes form]

   {#close-customer-dispute__table_ad2_2qp_h3c}
6. Select Continue.  
   The system sends the customer an email that summarizes the dispute, investigation findings, and proposed resolution.
7. Add the feedback from the customer in the Resolution notes field.
8. Record the customer's response by selecting Customer accepted or Customer rejected.  
   If the customer accepted the resolution, select Customer accepted and the dispute moves to the closure step. If the customer rejected the resolution, select Customer rejected. You
   are prompted to generate a deadlock letter before the dispute moves to closure.
9. **Optional:** To generate a deadlock letter, draft the letter content and select Generate and send.  
   Note:  
   If you are using the ServiceNow Otto for TMT application, you can generate the deadlock letter details using the ServiceNow Otto component. To learn more, see [Generate a deadlock letter using ServiceNow Otto for TMT](https://www.servicenow.com/docs/tNGzQh5O1aiw7AtmoQPQmw "Generate a deadlock letter for Alternative Dispute Resolution (ADR) case. Quickly create the details of the deadlock letter by using the deadlock letter draft generation skill in the ServiceNow Otto for TMT application.").

   The system creates a PDF of the letter, sends it to the customer by email, and adds the PDF to the dispute's attachments. The sent email is displayed at the Notify regulator step.

   When a deadlock letter is generated after a customer rejection, the dispute's resolution code and status are set to Resolved rejected: Deadlock letter generated.
10. Enter the closing information for the dispute, then select Save.  
    {#close-customer-dispute__table_mbj_tds_bkc__entry__2}

    | Field | Description |
    |-|-|
    | Description | Summary of the dispute. |
    | Resolution codes | Code that best describes how the dispute was resolved. Includes Resolved rejected: Deadlock letter generated when applicable. |
    | Resolution notes | Details of the resolution provided to the customer. |
    | Additional comments | Comments visible to the customer. |
    | Work notes | Internal notes not visible to the customer. |
    [Table 2. Closure form fields]

    {#close-customer-dispute__table_mbj_tds_bkc}
{#close-customer-dispute__steps_kbj_tds_bkc}

## Result

The dispute is marked closed. The closing information is saved with the dispute record and is available for future reference or auditing.
**Related concepts**   

* [Customer Dispute Management](https://www.servicenow.com/docs/kbOjdvmuplnTj9PJuvgLSw "Customer Dispute Management provides a structured process to register, investigate, and resolve customer disputes and complaints, including disputes referred to regulatory bodies.")  
**Related tasks**   

* [Create a Customer Dispute Management case](https://www.servicenow.com/docs/QcJdzmJU92o7IHy6ZToeFw "Register a customer dispute by capturing information about the initiator, the affected product or service, and supporting documents. Resolve the dispute by investigating the issue and proposing an appropriate resolution.")
* [Investigate customer disputes](https://www.servicenow.com/docs/7bJMjzEtl82mrU_sjaKvvg "Investigate customer disputes by reviewing previous records, linking relevant cases, and documenting findings to support resolution decisions.")
* [Resolve a customer dispute and record the dispute analysis](https://www.servicenow.com/docs/WwAOErBfJwREmWNJ08RRWQ "Resolve customer disputes by creating resolution tasks, documenting dispute analysis, and proposing solutions. Complete this stage after investigation and before closure.")
* [View a Customer Dispute Management case record](https://www.servicenow.com/docs/I4mqZFLiTbggrV0ryuBGMw "View the details of an Customer Dispute Management (CDM) case record in the CSM/FSM Configurable Workspace so that you can review the customer dispute information.")

*[\>]: and then