To close a support provision case

The procedure to close a support provision case is as follows:

1. Using the Advanced search spy-glass (), select Support Case as the Search for and Search by category, and enter the Case ID as the search criteria 1.
2. 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 Support Case Details window is displayed.
3. With the Summary tab in current focus, click on Case Actions. The Case Actions window is displayed.
4. Using the Select action drop-down field, select the specific status progression value of Close Case 2.
5. Click on Next. The Close Case window is displayed.
6. Using the Closure reason drop-down field, select a parameter value to qualify the circumstances surrounding the closure of the support provision case 3.
7. Use the Notes field to add contextual data in relation to the support provision case being closed.
8. 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 support provision case; the corresponding Late completion notes field can be used to capture contextual data in support of the SLA breach 4.
9. Click on Save. The current status of the support provision 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, support type) to ensure that the correct support provision 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 support provision 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 Support Case Closure Reasons.

4 These fields are activated only in the instance where the SLA target completion date for the case has expired - dictated by the rules set out within the overarching support provision type.

5 Any support provision case closed in error may simply be reopened.

See related topics...

Support provision case progression management overview

To reopen a closed support provision case

To cancel a support provision case

To define a general lookup parameter value

Using the search facility