Close a case with resolution notes

Use this procedure to resolve a case and record how it was closed in the audit trail.

Note

Required role: Owner, Admin, or Manager

Close a case

1. Open the case.
2. Open the actions menu and select Close Case.
3. In Approve Activities, untick any suggested activities that you do not want added to the control schema.
4. Optionally enter a note in Closing Note.
5. Select Close Case.

All suggested activities are selected by default. If you do not change the list, every suggested activity is approved into the control schema.

The case moves to Closed and records who closed it and when. The closing note is shown in the case details when one was entered.

Use the case footer

The footer button opens the same close sheet. Its label depends on the case status:

• In In Progress, select Close with note.
• In To Review, select Change status to Closed.

A Manager can close a case from any status except Closed. Closing is not blocked by incomplete follow-up.

If the case was closed by mistake

Only an Owner, Admin, or Manager can reopen a closed case. Open the closed case from the Cases list and use the reopen action in the detail footer to move it from Closed back to Open.