How to close cases

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You can close a case once it's resolved. There are several ways to close a case. You can either close a case directly from the Case Top Bar or you can close multiple cases from both the Side-by-Side View or the List View. You can also close cases from the Search page.

To close a single case from Case Top Bar:

  1. Drill down to a case, then click closecaseicon Close Case in the top right corner of the page.
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  2. In the Close Case popup, select a valid reason and a root cause for closing the case and type any additional comments. These will be posted on the Case wall.
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  3. Click Close.

To close multiple cases from the Cases Queue in the Side-by-Side View:

  1. Click multipleselecticon Multiple Selection.
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  2. Select the required cases in the Cases Queue.
  3. Click format_list_bulleted Close Cases/Merge Cases and select Close Cases
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  4. In the Close Case popup, select a valid reason and a root cause for closing the case and type any additional comments. These will be posted on the Case wall.
  5. Click Close.

To close multiple cases from the Cases Queue in the List View:

  1. Select the required cases in the Cases Queue.
  2. Click closecaseicon Close cases located in the top right of the page.
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  3. In the Close Case popup, select a valid reason and a root cause for closing the case and type any additional comments. These will be posted on the Case wall.
  4. Click Close.

To close multiple cases from the Search page:

  1. Navigate to the Search page.
  2. Select the relevant cases using any of the required filters.
  3. In the results list, select the cases that you want to close.
  4. In the Close Case dialog, select a valid reason and a root cause for closing the case and type any additional comments and then click Close. 

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