Resolve a Case

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Once all required actions have been taken to address an action item, the case should be marked as resolved. This ensures that your records accurately reflect completed tasks and closed workflows.

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Before You Begin

• If you are an admin on the account, you already have access to this feature. Non-admin users must be granted the Manage Standard Cases permission to update or resolve cases.

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How to Resolve a Case

To begin, navigate to the list and click on the case you would like to update.

Implementation Tip: We recommend documenting the resolution with a comment or photo. This "closes the loop" and provides your team with a transparent audit trail of how the action item was handled.

1. Document the Resolution: Click in the New Comment field to describe the steps taken, or use the camera icon to attach a photo as evidence.

2. Save the Comment: Click the Add Comment button to secure your notes to the case.

3. Update the Status: Once the details are documented, change the status of the case to Resolved.

4. Save: Click Save to finalize the resolution.

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Notifications and Visibility

• Notifications: Adding a comment or photo automatically triggers a notification to the assignee and any user who has previously participated in the case (the user making the update will not receive a notification).

• Visibility: All recorded comments and photos are stored in the Comments view and can be sorted chronologically to review the case history.

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