Close a case

  • Release version: Australia
  • Updated March 12, 2026
  • 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 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.