Resolving and closing cases
Resolution notes, closure codes, required fields and open tasks, and how cases close.
Choose Resolve… on the case, describe what fixed it, and confirm. The requester is told it is resolved and asked whether it is fixed.
What can stop a resolve
| Rule | Set where | What you see |
|---|---|---|
| Required custom fields must be filled | Settings › Case setup › Custom fields (required, per case type) | The missing fields are named |
| Every task must be done or cancelled | Always on | The open tasks are listed |
| A closure code must be chosen | Settings › Case setup › Closure codes (“Require a closure code”) | “Choose a closure code to resolve.” |
| Agents may not resolve | Settings › People & access › Agent permissions | Only admins can resolve |
Closure codes
Closure codes (for example “Fixed”, “Workaround provided”, “User training”) say how a case ended. They feed the Resolved by closure code report. A code that is switched off stays on old cases but cannot be chosen any more.
Closure-code changes are confirmed from saved settings. If a change fails, it stays visible as an error: use Refresh closure codes to check the saved list and requirement before retrying. Reordering saves the complete order together. If another admin changed the list, refresh it before retrying; a rejected reorder leaves the saved order unchanged.
Closing
A resolved case closes when the requester confirms it is fixed, or automatically after the configured number of days (Settings › Case setup, 5 days by default). Closed cases cannot be reopened; a reply starts a new, linked case. Never disables automatic closing. Save confirms the saved period; a failed load or save shows an error with Refresh closing rules. An unsaved period stays in the editor until you refresh.
Can't find what you need? Signed-in admins can use Contact ServAIceDesk support under Settings › Billing & support.