Understanding Case Resolution

Resolving a case can include finding an answer to a customer's inquiry or problem or entering a work order because the case requires further support. A case remains in Open status until it is resolved. To allow for accurate reporting, you must change the status to Closed when a case is resolved. To report time, you access the Time Entry program (P17505) if the activity rules are set up to display the Time Entry form as you are closing the case.