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Closing and Reopening Cases in the Community

Mar 1, 2023

Hello and welcome to our video on How to Close and Reopen Cases within SupportLink.  SupportLink is part of the Progress Community.  We recommend using the Chrome browser and bookmarking community.progress.com directly, to enable you to get her the fastest.  Access to SupportLink requires you to be logged into the Community.  Check out our video on Accessing the Community if you need any assistance logging in.  You can access SupportLink by using the Support item in the main navigation on the community homepage. 

 

Case closure generally happens automatically when you are finished working with the Technical Support Engineer.  However, there are times when you resolve the case without needing further assistance from technical support.  In times like those, you have the ability to simply close the case on your own, which will let technical support know that no further assistance is needed.  Closing an existing case is easy, let’s walk you through it. 

 

Once in SupportLink, you may see the case in the list of Recently Viewed Cases.  If so, click on the case subject to be taken into the case.  If not, go into Manage Cases using the tile on the right.  Now select the case you wish to close.  Once you are in the case details, you should see the “Close Case” button at the top of the page.  Simply click this button to close your case and click yes on the confirmation screen.  Simple as that, your case is now closed. 

 

Reopening a case is reserved for when you are experiencing the same issue or if your issue was not completely resolved.  If your issue is different, please open a new case.  To reopen a case, navigate to the case details of the currently closed case.  In the top right-hand corner of the case details, you will see the “Reopen Case” button.  Click the Reopen Case button and select the reason for reopening the case.  Your case is now reopened and will be added into the queue. 

 

That is all for this video.  We encourage you to check out our other videos to help you get set up for success with Progress.  Thank you! 

 

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