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Re-opening a case

You can re-open any case where the status is set to Resolved.

Procedure

  1. Log on to the SDL Customer Gateway.
  2. Navigate to the case via the My Support tab.
  3. From the Quick Actions menu, select Reopen case.
  4. Enter a comment in the pop-up box to explain why the case is being re-opened and click Reopen.

Results

The Support Engineer is sent an email notification and the case status is marked as With SDL.