The procedure to close a generic case is as follows:
- Using the Advanced search spy-glass (
), select Generic Case as the Search for and Search by category, and enter the Case ID as the search criteria 
1.
- With the Results tab in current focus, double-click on the row containing the exact record match, or return to the Criteria tab and refine the search filters. The Generic Case Details window is displayed.
- With the Summary tab in current focus, click on Case Actions. The Case Actions window is displayed.
- Using the Select action drop-down field, select the specific status progression value of Close Case 2.
- Click on Next. The Close Case window is displayed.
- Using the Closure reason drop-down field, select a parameter value to qualify the circumstances surrounding the closure of the generic case 3.
- Use the Notes field to add contextual data in support of the generic case being closed.
- Using the Late completion reason drop-down field, select a parameter value to qualify the circumstances surrounding the SLA target completion date having been exceeded for the generic case; the corresponding Late completion notes field can be used to capture contextual data in support of the SLA breach 4.
- Click on Save. The current status of the generic case is set to Closed, and the date and time of completion is reflected in the End date field 5.
Note
1 Additional search criteria may need to be employed (e.g. start and end date ranges, company, status, category) to ensure that the correct generic case is returned; an alternative Search by category of Contact or Contact Group may be selected to extend the available search fields.
2 This option is active only for generic cases that are currently in progress and all mandatory tasks, if any, have already been completed.
3 These custom values can be populated by the end user via the general lookup parameter entitled Generic Case Closure Reasons.
4 These fields are activated only in the instance where the SLA target completion date for the generic case has expired - dictated by the rules set out within the overarching case classification type.
5 Any generic case closed in error may simply be reopened.
See related topics...
Generic case progression management overview
To reopen a closed generic case
To cancel a generic case
To define a general lookup parameter value
Using the search facility
