---
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 Portal {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
When an agent proposes a solution to your case, accept or reject it from the Consumer Portal to close or reopen the case.

## Before you begin

Role required: sn_customerservice.consumer

## About this task

When an agent proposes a solution, buttons to accept or reject it appear in the consumer actions section of the form.

## Procedure

1. Log in to the Consumer Portal.
2. Navigate to RequestsView submitted requestsView cases and tasks in the portal header to view a list of cases.
3. Select Action Needed.
4. Select any case 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-on-consumer-portal__choicetable_ntm_ly1_1w}
**Related tasks**   

* [View cases and tasks from the Consumer Portal](https://www.servicenow.com/docs/keuE0ZXrvXOghu9pzSV6Pg "View your cases and tasks from the Consumer Portal, including case status, conversations with agents, and attached files.")

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