Case hiding and unhiding

Service center user roles can be granted permission to hide cases. Case agents can hide only cases they created. Case managers and case administrators can hide cases created by any members of their service groups.

This list shows how you can hide and unhide cases:

Manual hiding: You can hide one or more cases from the Queue menu.
Automated Hiding Utility: When automated case hiding is enabled, closed cases older than a specified number of days are automatically hidden.
Manual Hide Utility: Users with the Configuration Administrator role can manually hide cases by filtering closed cases by close date and population.