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Closing a Case

The "Close case" button lets a case manager pick a reason for closing a case, add some final notes, then end the process.

Close Case

The closure reason drop-down options are set in the Closure Reasons section of the case configuration. If no reasons are set the close button won't appear (this functionality could be used to prevent cases ever being closed manually, with them being closed by another process or activity instead).

If a case has any outstanding tasks the "Close case" button won't appear and the case cannot be closed until all tasks have been completed.

The closure reason and text entered into the closure details field are saved in the case history and will be visible to the person who raised the case via the User Requests template.

When a case is closed the user who raised it receives an email. The email that gets sent for each closure reason is set in the configuration of the case type.

The standard email is made up as follows:

  • The main email body uses the "Close case" email template in the case configuration. It provides a generic wrapper for all emails when a case it closed (for whatever reason)
  • The "Close case template" section of the email configuration holds subject and body templates. These are inserted into the close case email (above) using the tokens {{{email_TEMPLATESUBJECT}}} and {{{email_TEMPLATEBODY}}} (note the triple braces)
  • You can pick which email "Close case template" gets inserted into the body/subject in the "Closure reasons" section of the case configuration

See Emails and Notifications and Email Template and Task Title Tokens for more information about the emails that are sent by Case Management and the templates they use.

Last modified on 26 June 2023

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