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Reopening a resolved case

Updated on November 22, 2021

Reopen a resolved case if users resolved the case prematurely or erroneously. After reopening the case, you can process and resolve the case again.

  1. Log in to an end-user portal, for example the Case Manager portal.
  2. Find and open a resolved case that you want to reopen. You can locate a resolved case by searching for it or by looking in your worklist or the Recents list.
  3. In the Tools section, click ActionsReopen.
    For example:
    Reopening a resolved case
    An example of reopening a resolved case
Result: The case status changes to Open and the process that is defined in the pyFlowName property restarts. If the case type does not use stages, you can see the case review form. If the case type uses stages, the last stage reopens, which you can move to any stage.

For example, the following figure shows a case with stages: that is reopen to the last stage; the case you can move to a different stage:

A reopened case showing the last stage with an option to change to a different stage
A case reopened to the last stage and an option in the Actions menu to change the stage

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