---
title: Close a customer service case
description: Close a case at any time, except when it is in the Resolved state.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/t\_CloseACase.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Manage cases, Use, Customer Service Management]
---

# Close a customer service case

Close a case at any time, except when it is in the **Resolved** state.

## Before you begin

Role required: sn\_customerservice\_agent, sn\_customerservice\_manager, or admin

## About this task

After an agent proposes a solution for a case, the state changes to **Resolved** and the customer can either choose to accept or reject the solution. If accepted, the case is closed. If rejected, the state reverts to **Open**.

An agent or agent manager can close a case at any time, except when it is in the **Resolved** state, whereas only a customer can accept or reject the proposed solution. When an agent or agent manager closes a case, details must be included in the **Resolution notes** field.

## Procedure

1.  Open a customer service case in CRM Workspace.

2.  Select the **Details** tab.

3.  In the Closure Information section, fill in the following fields.

    1.  Select a code in the **Resolution code** field that indicates the resolution state of the case.

    2.  Enter any information related to the closure in the **Resolution notes** field.

4.  Select **Close Case**.