Accept or reject a case solution from the Consumer Portal

  • Release version: Australia
  • Updated March 12, 2026
  • 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 Requests > View submitted requests > View 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.
      OptionDescription
      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.