Closing a parent case

If the relationships feature is enabled, then cases may have parent-child relationships. When a case is being closed, an alert notifies the agent if the case has child cases. 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.

  1. Click Close Case or Close Case > Close. If the case is unassigned and you are a member of the service group, then you can assign it to yourself and close it. Click Close Case > Assign and Close.
  2. Specify this information. Some fields might not be available to all populations.
    Template
    If resolution templates are configured, 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.
    Resolution
    If you use a resolution template, this field is populated with text from the template. You can modify this text. If you did not use a resolution template, then enter a description of the resolution..
    Send Email 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.
  3. Click Close Case.