Reopening a case

If reopening rights are configured for the employee's population, then you can reopen a closed case. The number of days during which a case can be reopened after it was closed might be specified. If the reopen period has expired, then the reopen feature is not available.

Archived cases cannot be reopened.

If you are an agent or manager of the service group, then you have these options:
  • you can assign the reopened case to yourself
  • you can make the case available to anyone in the service group

If you are not a service representative or a service manager of the service group, then the case is available to anyone in the service group.

  1. From the queue, click My Closed Cases.
  2. Double-click the case that you want to reopen.
  3. Click Reopen.
  4. Specify this information:
    Reason
    Specify a description of the reason the case was reopened. The text is saved as a case note.
    Show To Employee
    Select Yes to make the case available to the employee for viewing. This field is available only when the employee has permission to view the case.
  5. Click Submit.