---
sourceDocument: Brazil Retail Industry
sourceDocumentLink: https://www.servicenow.com/docs/r/retail-industry

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Retail Industry

ft:clusterId :

    - rahi

bundleId :

    - rahi

workflow :

    - Customer and Industry


---

# Work on a Store Case

# Work on a Store Case on the Retail Portal {#ariaid-title1}

Release version: Brazil  
Updated September 30, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Review, comment on, reassign, and close a Store Case using the Retail Portal.

## Before you begin

Role required: sn_rtl_instore_ops.manager or sn_rtl_instore_ops.associate

## About this task

Note:  
You can view all Store Cases for your store. Only the assigned user or a Store Manager can close a case.

Store plan cases are assigned to the store manager automatically, so a store plan case can't be left unassigned.

## Procedure

1. From the Retail Portal, navigate to Cases \& tasks, and select the Store Case you want to work on.
2. Review the case details on the record page.  
   The breadcrumb reads Home \> Cases \& tasks \> case number. The parent HQ case isn't shown on the store case page.
3. In the Activity tab, view comments and work notes, or post a new comment or work note. You can't attach a file here, but files that you add in the Attachments tab also appear here.
4. In the Attachments tab, view existing attachments or upload a new file.
5. Select the Tasks tab to view all Store Tasks linked to this case.  
   Each task is listed as a card showing the task number, short description, assignee, priority, due date, and status. Use search and filter to narrow the list. Select a card to open that Store Task.
6. From the Overflow menu (three dots), select Edit case to reassign the case.  
   Only the Assignment group and Assigned to fields are editable. All other fields are read-only.
7. From the Overflow menu, select Close.  
   A dialog warns that a closed case can't be reopened. To confirm, select Close case.  
   Note:  
   * If any linked Store Tasks are still open, you can't close the case. The Close option is unavailable and its tooltip reads "Complete all tasks before closing this case." Close all linked tasks first.
   * Once closed, the case shows a Closed badge. The Overflow menu is removed, but you can still view other tabs.
   {#rahi-retail-work-in-store-operations-case-portal__ul_close-store-case-portal}