Closed Work Items

Overview

The Closed Work Items page displays closed and resolved work items.

The page provides a historical record of completed work, allowing past work items to be located and reviewed by record code, queue, assignee, or pend reason.

The work items displayed on the page depend on the user’s role for the queue.

Table 1. Closed Work Items Access

Role	Work Items Displayed
Queue User	Displays only closed work items that were assigned to the user across queues for which the user has the Queue User role.
Queue Admin	Displays all closed work items in queues for which the user has the Queue Admin role, regardless of the user to whom each work item was assigned.

Queue User View

Queue User Page Layout

For a user holding the Queue User role, Closed Work Items is presented as a single flat list, scoped strictly to the user’s own closed work items. Only work items that were assigned to the user appear here. Closed work items belonging to other users on the same queue are not shown.

Queue Admin View

Queue Admin Page Layout

For users who have the Queue Admin role, the page uses a queue-tab layout. Each tab represents a queue that the queue administrator manages and displays the number of closed work items in that queue.

The queue tabs shown on the page are examples. The available tabs depend on the queues for which the signed-in user has the Queue Admin role.

Select a tab to display the closed work items for that queue.

A chevron at the end of the tab row indicates that additional queue tabs are available.

Row-Level Actions

Closed work items do not support actions that change their processing state.

• Notes: View notes associated with the claim.

• More: Actions that apply only to active work items, such as Resolve, Hold, Release, Request Feedback, and Provide Feedback, are not available on closed work items because the work item has already completed its lifecycle.