Closing and reopening cases with Employee Ask

Employees can close and reopen a case if configuration allows. Your organization can establish an open period for self-service modules, allowing only a certain number of days in which a case can be reopened after being closed. After a case has been archived, it cannot be reopened.

  1. To close an open case, access the case and click the Close button.
  2. To reopen a closed case, access the case and click Reopen.