Closing Cases

When you are finished working a case, provide a resolution to describe what was done to resolve the issue. Adding detailed resolutions allows you to search through old cases to determine how you have solved a problem.

Note: This article shows you how to close a case manually. A global administrator can also configure a business rule that automatically closes a case when the last task associated with that task is complete. For configuration details, please also see .

To close a case:

1.

From an open case, in Resolution, add a detailed resolution.

2.

In the Action Center, under Workflow, click Complete.

This action marks the case as completed and archives the case. Archiving the case makes all the fields read-only and clears the Active option. This action also removes the case from the Cases list. By default, only active cases are displayed in the Cases list. However, the case is still in the system. You can find it by searching for All or only Archived cases.