Closing a parent case

If a parent case is being closed and the case has open child cases, then an alert is shown. The agent must close all child cases before the parent case can be closed. Agents who have parent-child cascade closing rights can close all child cases simultaneously. Agents can choose to have the close case email notification sent to the employees who are associated with the child cases. An agent who does not have parent-child cascade closing rights must close all child cases individually before closing a parent case.

If a case is eligible to be closed, then the Close Case button is available. Click Close Case. If the case is unassigned and you are a member of the service group, then you can assign the case to yourself and close it.
Specify this information. Some fields might not be available to all populations.

Resolution Template

If resolution templates are configured, then select the template that you want to use. Text from the template populates the Resolution field. You can edit or add to this text. Users with permission to add resolution templates, can click Template Editor to create a new template. See Creating resolution templates from the case form.

Substatus

You can provide additional information about the case's resolution. If closed case substatuses are configured, then you can select an option.

Resolved By First Contact

Select Yes if the case was resolved at first contact. Select No if the case required additional contact.

Show Case To Employee

Select Yes to send a notification to the employee to indicate the case was closed. The configured notification is sent by the system. If the case is not shown to the employee, then this field is disabled.

Close Child Cases

For agents with parent-child cascade closing rights. Available only if one or more child cases is open and pending. Select Yes to close the child cases when the parent case is closed.

Send Email For Child Cases

For agents with parent-child cascade closing rights. Available only if one or more child cases is open and pending. Select Yes to send the Close Case email notification to employees who are associated with the child cases. Notifications are sent only for cases that are shown to employees.
Click Submit.