The procedure to reopen a closed 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 Reopen Case 2.
- Click on Next. The Reopen Case window is displayed.
- Using the Reopen reason drop-down field, select a parameter value to qualify the circumstances surrounding the generic case being reopened 3.
- Use the Notes field to add contextual information in support of the generic case being reopened.
- Click on Save. The generic case status is set to Open, awaiting subsequent progression activities.
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 only active for generic cases that are set to a status of Closed.
3 These custom values can be populated by the end user via the general lookup parameter entitled Case Reopen Reasons.
See related topics...
Generic case progression management overview
To close a generic case
To define a general lookup parameter value
Using the search facility
