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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Close a case

# Close a case {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 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 AllOutsourced Customer ServiceCasesMy 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.

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