Closing and reopening cases as an employee

Employees can close and reopen a case if configuration allows. Your organization can define an open period for self-service modules that limits the number of days a closed case can be reopened. After a case is hidden, it cannot be reopened.
  1. Sign in as an employee and from the Employee web application, select Profile.
  2. Click the Cases tab.
  3. To close an open case, select the case and click Close Case.
  4. To reopen a closed case, select the case and click Reopen Case.