Close a customer dispute

  • Release version: Australia
  • Updated July 27, 2026
  • 2 minutes to read

    • Notify the customer of the outcome, capture the customer's feedback, and record closing information before closing the dispute.

    Before you begin

    Role required: sn_telco_adr_mgmt.manager

    About this task

    The closure stage runs after the resolution and dispute analysis stage. Use this task to notify the customer, collect their feedback, and close the dispute record.

    Procedure

    1. Navigate to All > Workspaces > CSM/FSM Configurable Workspace.
    2. Select the lists (ListIcon.) icon.
    3. Navigate to Customer Dispute Management > All.
    4. Open the dispute record.
    5. On the Closure stage, enter the dispute resolution details.
      Table 1. Add resolution notes form
      Field Description
      Resolution code Type of proposed resolution to identify the dispute.
      Add resolution notes to comments Option to add the resolution notes to the CDM case activity stream, making them available to anyone who can view the CDM activity stream.
      Resolution notes Detailed summary to resolve the dispute.
      Note:
      If you’re using the ServiceNow Otto for TMT application, you can generate the resolution notes using the ServiceNow Otto component. To learn more, see Generate resolution notes for ADR case.
    6. Select Continue.
      The system sends the customer an email that summarizes the dispute, investigation findings, and proposed resolution.
    7. Add the feedback from the customer in the Resolution notes field.
    8. Record the customer's response by selecting Customer accepted or Customer rejected.

      If the customer accepted the resolution, select Customer accepted and the dispute moves to the closure step. If the customer rejected the resolution, select Customer rejected. You are prompted to generate a deadlock letter before the dispute moves to closure.

    9. Optional: To generate a deadlock letter, draft the letter content and select Generate and send.
      Note:
      If you are using the ServiceNow Otto for TMT application, you can generate the deadlock letter details using the Now Assist component. To learn more, see Generate a deadlock letter using ServiceNow Otto for TMT.

      The system creates a PDF of the letter, sends it to the customer by email, and adds the PDF to the dispute's attachments. The sent email is displayed at the Notify regulator step.

      When a deadlock letter is generated after a customer rejection, the dispute's resolution code and status are set to Resolved rejected: Deadlock letter generated.

    10. Enter the closing information for the dispute, then select Save.
      Table 2. Closure form fields
      Field Description
      Description Summary of the dispute.
      Resolution codes Code that best describes how the dispute was resolved. Includes Resolved rejected: Deadlock letter generated when applicable.
      Resolution notes Details of the resolution provided to the customer.
      Additional comments Comments visible to the customer.
      Work notes Internal notes not visible to the customer.

    Result

    The dispute is marked closed. The closing information is saved with the dispute record and is available for future reference or auditing.