Closing a case

When a case is resolved, you can close it. When a case is closed, its status in the system and in all reports changes from open to closed.

When you close a case, you add information about the resolution. If a note has been added to the case and was designated a resolution, then the content of the note populates the resolution. The content can be edited.

See Adding notes to a case.

If resolution templates have been configured for the population, then you can select a template. Templates populate the resolution with predetermined information. If your role has permission to create and edit resolution templates, then you can perform these functions:

Access the template editor
Create a template
Apply the template from the case

See Creating resolution templates from the case form.

You can trigger an email notification to the employee that indicates the case was closed. If the survey is not enabled, then the case closed notification is sent. If surveys are enabled, then the notification that is sent to the employee is determined by configuration settings.

Note: When you close a case with an enabled survey, the survey notification is sent to the employee. The frequency with which the survey notification is sent is determined by the service center configuration. For example, the notifications can be sent by the system every 30 days to remind the employee to take the survey. After the employee takes the survey, the notifications cease.

When the source is email channel and notifications are configured to be suppressed, then neither notification is sent.

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Press F12 on your keyboard and turn off Microsoft Internet Explorer 9 Compatibility mode
Right-click your browser toolbar and make a minor adjustment so that the full form is displayed

Closing a case from the agent's queue

Select Queue.
If you're a manager, you can access cases by selecting Cases > All.
On the Assigned To Me, All, or Unassigned tab, select one or more cases to close.
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:

Substatus

You can provide additional information about the case's resolution. If closed case substatuses are configured, then you can select an option.
For job application cases, substatus can trigger topic automation in Case Management, such as automatically creating a new case based on the selected substatus.

See the Infor HR Talent User and Administration Library (Cloud and On-premises) and select Administrator > Case Management.

Substatuses can also trigger automation in Talent Acquisition. For example, closing a background check case can move a candidate to a specific hiring workflow.

See the Infor HR Talent User and Administration Library (Cloud and On-premises) and select User > Talent Acquisition.

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.

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.
This field is not applicable for job application cases.

Note: Some fields might not be available to all populations.
Click Submit.

Closing a case from the Resources menu

Select Resources.
On the Resources or Candidates tab, select an employee or candidate record.
In the Most Recent Cases section, select a case to close.
If the case is eligible to be closed, click Close Case.
If the Close Case button is not displayed in the case list, right-click the case record and select Close Case(s).
Optionally, open the case. In the case form, click Close Case.
Specify this information:

Substatus

You can provide additional information about the case's resolution. If closed case substatuses are configured, then you can select an option.
For job application cases, substatus can trigger topic automation in Case Management, such as automatically creating a new case based on the selected substatus.

See the Infor HR Talent User and Administration Library (Cloud and On-premises) and select Administrator > Case Management.

Substatuses can also trigger automation in Talent Acquisition. For example, closing a background check case can move a candidate to a specific hiring workflow.

See the Infor HR Talent User and Administration Library (Cloud and On-premises) and select User > Talent Acquisition.

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.

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.
This field is not applicable for job application cases.

Note: Some fields might not be available to all populations.
Click Submit.