To reopen a closed support provision case

The procedure to reopen a closed 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 Reopen Case 2.
5. Click on Next. The Reopen Case window is displayed.
6. Using the Reopen reason drop-down field, select a parameter value to qualify the circumstances surrounding the support provision case being reopened 3.
7. Use the Notes field to add contextual data in relation to the support provision case being reopened.
8. Click on Save. The support provision 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, 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 only active for support provision 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...

Support provision case progression management overview

To close a support provision case

To define a general lookup parameter value

Using the search facility