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Reopening a resolved case

Updated on May 11, 2022

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

Before you begin: For applications that you upgrade from 8.6 or earlier version, add and enable the Reopen action for cases resolved manually in Case Designer. For more information, see Adding optional actions to cases and step 5 in Displaying optional actions conditionally.
  1. Log in to an end-user portal, for example, Web Portal.
  2. Find, and then 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.
  4. In the Reopen section, in the text field, provide the reason for reopening the case.
    For example:
    Reopening a resolved case
    The Reopen dialog box with an example of reopening a resolved case.
  5. Optional: To move the case to a selected stage after reopening it, in the change stage list, select the new stage.
    After you reopen a case, the case status changes to Open. If you do not supply a stage to change to when you reopen the case, it reopens in the first stage after the Create stage. Otherwise, it restarts the stage that you selected.
  6. Click Submit.

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