Case resolution
The Support Engineer changes the case status to Resolved when a solution is found.
- Auto closure after 7 days
- When a case status is changed to Resolved, it remains in the Open Cases tab for 7 calendar days before it is automatically closed. You can close it during this stage from the Quick Actions menu. A Closed case cannot be re-opened.
- Feedback Forms
- Once a case is closed, a survey form is sent to you to complete if you wish to provide feedback regarding your experience with SDL Support.