To close a feedback case

The procedure to close a feedback case is as follows:

1. Using the Advanced search spy-glass (), select Feedback Case as the Search for and Search by category, and enter the Case ID as the search criteria 1.
2. With the Results tab in current focus, double-click on the row containing the exact record match, or return to the Criteria tab and refine the search filters. The Feedback Case Details window is displayed.
3. Click on Case Actions. The Feedback Case Actions window is displayed.
4. Using the Select action drop-down field, select the specific status progression value of Close Case 2.
5. Click on Next. The Close Feedback Case window is displayed.
6. Using the Closure reason drop-down field, select a parameter value to qualify the circumstances surrounding the closure of the feedback case.
7. Use the Notes field to add contextual data in support of the feedback case being closed.
8. Click on Save. The current status of the feedback case is set to Closed 3.

Note

1 Additional search criteria may need to be employed (e.g. start and end date ranges, business area, stage, company, status) to ensure that the correct feedback case is returned; an alternative Search by category of Contact or Contact Group may be selected to extend the available search fields.

2 This option is active only for feedback cases that are currently in progress and all mandatory tasks, if any, have already been completed.

3 Any feedback case closed in error may simply be reopened.

See related topics...

Feedback case progression management overview

To reopen a closed feedback case

Using the search facility