---
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


---

# Accept or reject a case solution

# Accept or reject a case solution from the Consumer Service Portal {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Users with the consumer role can accept or reject the proposed solution for a case
from the Consumer Service Portal.

## Before you begin

Role required: sn_customerservice.consumer

## About this task

When an agent proposes a solution to a consumer's case, buttons for accepting or
rejecting the solution appear in the section of the form that shows the consumer
actions.

## Procedure

1. Log in to the Consumer Service Portal.
2. Select My Lists in the portal header to view a list of cases.
3. Select Action Needed.
4. Select the required case number to view more information about the case.
5. Select one of the following from Actions.

   | Option | Description |
   | Accept Solution | Accepts the solution proposed by the agent and changes the case state to Closed. |
   | Reject Solution | Rejects the solution proposed by the agent after entering the reason for rejecting the solution. The case state changes to Open state. |
   |-|-|

   {#resolve-cases-consumer-portal__choicetable_ntm_ly1_1w}
**Related tasks**   

* [View a case from the Consumer Service Portal](https://www.servicenow.com/docs/4I7hGjDOMl6CosjE6RTT3g "Users with the consumer role can view a list of cases from the Consumer Service Portal and select individual cases to see more detail.")