Reopening a resolved case
Reopen a resolved case if users resolved the case prematurely or erroneously. After reopening the case, you can process and resolve the case again.
- Log in to an end-user portal, for example Case Manager.
- 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.
- In the Tools section, click .
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:
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