To cancel a CRM case

The procedure to cancel a CRM case is as follows:

1. Using the Advanced search spy-glass (), select CRM Case as the Search for and Search by category, and enter the Case Reference as the search criteria 1.
2. With the Results tab in current focus, double-click on the row containing the exact record match, or return to the Criteria tab and refine the search filters. The CRM Case Details window is displayed.
3. With the Summary tab in current focus, click on Case Actions. The Case Actions window is displayed.
4. Using the Select action drop-down field, select the specific status progression value of Cancel Case 2.
5. Click on Next. The Cancel Case window is displayed.
6. Using the Cancellation reason drop-down field, select a parameter value to qualify the circumstances surrounding the cancellation of the CRM case 3.
7. Use the Notes field to add contextual data in support of the action being taken.
8. Click on Save. The CRM case status is set to Cancelled, and the date and time of cancellation is reflected in the End date field 4.

Note

1 Additional search criteria may need to be employed (e.g. start date range, case subject, company, status) to ensure that the correct CRM case is returned; an alternative Search by category of Contact, Contact Group or CRM communication may be selected to extend the available search fields.

2 This option is active only for CRM cases that are currently in progress i.e. set to a status of Open.

3 These custom values can be populated by the end user via the general lookup parameter entitled System Case Cancellation Reasons.

4 Any inherent tasks not already bypassed or completed will be cancelled at the same time.

See related topics...

CRM case progression management overview

To close a CRM case

To revise the SLA target date for a CRM case

To place a CRM case on hold

To define a general lookup parameter value

Using the search facility