Closing cases

When a case is in a resolved state, you can close the case to update its status from Open to Closed in the system and in all reports.

When you close a case, you must provide resolution details. If the case includes a note and a designated resolution, the resolution field is populated with the content of the note. You can configure this content.

See Adding a note to a case.

If resolution templates are configured for the population, you can select a template. The template that you select provides predefined information for the resolution. If your role includes permission to create and edit resolution templates, you can perform these functions:

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

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.

Closing a case

Log in to HRSD Case Management.
Click Knowledgebase to access the navigation panel.
Select Case Management > Agent Queue.
Select a report.
Select the case number of a case.
Select Close Case > Close.

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. Click Close Case > Assign and Close.
If resolution templates are configured, select a template to use from the Template drop-down.
The Resolution field is populated based on the template that you select. You can edit or add to this text.
If configured, select an option from the Substatus field.
In the Resolved By First Contact field, select Yes if the case was resolved at first contact. Select No if the case required additional contact.
If you use a resolution template, the Resolution field is populated with text from the template. You can modify this text and apply formatting such as font style, color, or text alignment using the rich text editor.
If you did not use a resolution template, provide a description for the resolution.
In the Send Email To Employee field, select Yes to send a notification containing the Resolution field content to the employee to indicate the case was closed.

If you use the rich text editor for the Resolution field, the employee receives the customized Resolution field content.
If the case is not displayed to the employee or if notifications are configured to be suppressed, this field is disabled.
Click Close.

Closing a parent case

If the relationships feature is enabled, then cases may have parent-child relationships. When you close a case with child cases, the agent is notified. Agents with 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.

Agents without parent-child cascade closing rights must close all child cases individually before closing a parent case.

Log in to HRSD Case Management.
Click Knowledgebase to access the navigation panel.
Select Case Management > Agent Queue.
Select a report.
Select the case number of a case.
Select Close Case > Close.

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. Click Close Case > Assign and Close.
If resolution templates are configured, select a template to use from the Template drop-down.
The Resolution field is populated based on the template that you select. You can edit or add to this text.
If configured, select an option from the Substatus field.
In the Resolved By First Contact field, select Yes if the case was resolved at first contact. Select No if the case required additional contact.
If you use a resolution template, the Resolution field is populated with text from the template. You can modify this text and apply formatting such as font style, color, or text alignment using the rich text editor.
If you did not use a resolution template, provide a description for the resolution.
In the Send Email To Employee field, select Yes to send a notification containing the Resolution field content to the employee to indicate the case was closed.

If you use the rich text editor for the Resolution field, the employee receives the customized Resolution field content.
If the case is not displayed to the employee or if notifications are configured to be suppressed, this field is disabled.
If you have parent-child cascade closing rights, in the Close Child Cases field, select Yes to close the child cases when the parent case is closed.
If you have parent-child cascade closing rights and if the parent case contains one or more child cases that is still open or pending, select Yes in the Send Email For Child Cases field 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 Close.