This section of the configuration lets you set the reasons that will be available when a case is closed. You can also manage the email templates that will be sent out for each one. The initial values are set when creating the configuration.
Reason
The closure reason appears in the drop-down when a case manager closes a case. It will also be visible to the person who raised the case.
Description
The description should provide more information about the closure reason. It appears in the case history once a case has been closed and will be visible to the person who raised the case.
Template
When a case is closed the "Close case" email templates generate the emails that get sent. These templates provide a generic opening and closing paragraph, for example:
<p>Reference: {{form_BUSINESSKEY}}</p>
<p>Dear {{form_NAME}}</p>
<p>Your case has been reviewed and closed for the following reason: {{form_CASECLOSEREASON}}</p>
{{{email_TEMPLATEBODY}}}
<p>You can review the case details using the link below.</p>
<a href="{{email_CITIZENLINK}}">MyAccount</a>
Your "Closure reasons" templates you create here are inserted into the
When creating closure reason templates you can pick an existing closure template, or create a new one. Each reason can have a different template.
There's more information about emails and their templates in the Case Management Emails, Templates and Tokens section. Closure email templates can be managed from either section of the configuration manager.
