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Outsourced Service Provider agent tasks › Manage cases › Use › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Close a case

Users with OSP agent role can propose a solution to a case and close the assigned cases.

Before you begin

Role required: sn_csm_ocs.ext_agent

Procedure

  1. Navigate to All > Outsourced Customer Service > Cases > My Cases.

  2. Open a case that you want to close.

  3. Select the Closure information tab on the case form.

  4. In the Resolution Code field, select the appropriate code that best describes the resolution type (for example, Solved (Permanently) or Workaround Provided).

  5. Select the Resolution code from the drop-down list.

  6. In the Resolution Notes field, enter a clear description of the resolution steps taken and the outcome.

  7. SelectClose Case.

    The case state changes to Closed state.