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Reopening a resolved case

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You can reopen a resolved case if the case was resolved prematurely, or erroneously. After a case is reopened, the case can be processed by a user or a flow and resolved again.

  1. Find and open the resolved case. You can locate a resolved case by searching for it, or by looking in your worklist or Recent list.

  2. In the Tools section, click Reopen.

  • Changing case statuses

    Communicate to stakeholders how a business process moves towards resolution, by changing the case status in the life cycle. For example, you can assure the stakeholders that the case advances within the time frame.

  • Troubleshooting errors in unresolved cases

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