How to manage cases on the portal
You can manage the case status from the case page on the portal. The following case management actions are available in the [Actions] menu for portal users (Fig. 1):
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Cancel case
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Close case
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Reopen case.
Fig. 1 Case actions that you can perform on the portal
Canceling a case on the portal
If a case was created by mistake, or if the response for this case is no longer required, you can cancel the case. To do this, select the [Cancel case] option from the [Actions] menu.
The support team member will see the following case changes in the primary application:
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The case status changes to “Canceled”;
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The ‘’Canceled by user” value is set in the [Reason for closing] field;
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The [First resolution time], [Actual resolution time] and [Closed on] fields are populated with the date and time when the case was canceled on the portal.
Closing the case on the portal
Portal users can close their cases if the solution has been provided but a support engineer has not yet closed the case. To close a case on the portal, select the [Close case] option from the [Actions] menu.
The support team member will see the following case changes in the primary application:
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The case status changes to “Closed”;
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The ‘’Closed by user” value is set in the [Reason for closing] field;
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The [Closed on] field is populated with the date and time when the case was closed on the portal.
Reopening the case on the portal
You can reopen cases that have the “Resolved” and “Waiting for response” status if the provided solution did not resolve the case issue.
To do this, select the [Reopen case] option from the [Actions] menu.
The support team member will see that the case status has changed to “Re-opened”.
See also
