<h2>Close a case from the Customer Service Portal</h2><br/><div style="overflow-x:auto"> <html xmlns="http://www.w3.org/1999/xhtml" xml:lang="en" lang="en"><head><meta content="text/html; charset=UTF-8" /><meta name="copyright" content="(C) Copyright 2024" /><meta name="DC.rights.owner" content="(C) Copyright 2024" /><meta name="generator" content="DITA-OT" /><meta name="DC.type" content="task" /><meta name="DC.title" content="Close a case from the Customer Service Portal" /><meta name="abstract" content="Customers and consumers can close cases from the Customer and Consumer Service Portals." /><meta name="description" content="Customers and consumers can close cases from the Customer and Consumer Service Portals." /><meta name="DC.creator" content="Liz Malone" /><meta name="DC.creator" content="Lelani Prevost" /><meta name="DC.creator" content="ServiceNow" /><meta name="DC.date.created" content="2023-08-03" /><meta name="DC.date.modified" content="2023-08-03" /><meta name="DC.format" content="XHTML" /><meta name="DC.identifier" content="customer-close-case-from-portal" /><link rel="stylesheet" type="text/css" href="../../../CSS/commonltr.css" /><title>Close a case from the Customer Service Portal</title></head><body id="customer-close-case-from-portal"> <h1 class="title topictitle1" id="ariaid-title1">Close a case from the Customer Service Portal</h1> <div class="body taskbody"><p class="shortdesc">Customers and consumers can close cases from the Customer and Consumer Service Portals.</p> <div class="section prereq p"> <p class="p">Role required: sn_customerservice.customer, sn_customerservice.consumer</p> </div> <div class="section context" id="customer-close-case-from-portal__context_mhc_5nb_qgb">This feature is available for the Customer Service Portal (B2B) for product and order cases and for the Consumer Service Portal (B2C).<p class="p">The <span class="ph uicontrol">Close Case</span> button is not available for cases in the <span class="ph uicontrol">Resolved</span> or <span class="ph uicontrol">Closed</span> states.</p> </div> <ol class="ol steps"><li class="li step stepexpand"> <span class="ph cmd">Click <span class="ph uicontrol">Cases</span> in the portal header to open the Case list.</span> </li><li class="li step stepexpand"> <span class="ph cmd">Open the desired case.</span> </li><li class="li step stepexpand"> <span class="ph cmd">In the Actions section, click <span class="ph uicontrol">Close Case</span>.</span> </li><li class="li step stepexpand"> <span class="ph cmd">In the confirmation pop-up window, click <span class="ph uicontrol">Close Case</span>.</span> <div class="itemgroup stepresult">When a case is closed from the portal:<ul class="ul" id="customer-close-case-from-portal__ul_gly_yx1_sgb"><li class="li">The case status in the Case details section is updated to <span class="ph uicontrol">Closed</span>. <div class="note"><span class="notetitle">Note:</span> You cannot add comments after the case is closed. You can only view the previous comments in the activity stream.</div> </li><li class="li">The case additional comments and resolution notes are updated with <span class="ph uicontrol">Closed by customer</span>.</li><li class="li">The case resolution code is set to <span class="ph uicontrol">Solved by customer</span></li><li class="li">A message at the top of the portal confirms that the case has been closed.</li><li class="li">The system displays a customer satisfaction survey.</li></ul> </div> </li><li class="li step stepexpand"> <span class="ph cmd">Complete the customer satisfaction survey.</span> <div class="itemgroup info">You can also choose to skip the survey. Either choice returns you to the case list on the portal. </div> </li></ol> </div> </body></html></div>