1. From the channel authorized for this purpose, select or enter the option “My cases solved”, “Solved cases”, “See my cases solved”“.

2. A list of the user’s solved cases (maximum of 15 cases) will be displayed.

⚐ Note: The cases listed correspond to those that are in a state with the behavior of “Solved” and in a state prior to the final state, according to the established flow.

3. Select the case you want to consult.

4. A summary of the case will be displayed along with 4 buttons:

• More details

  Opens a page with detailed case information.

  
  

  

  
  

• Add Note

  Allows you to add notes to the case.

  
  

  

  
  

• Close Case

  This button will be available if the “Allow the client to close the case” is active on the admin site. By clicking:

• If there is a transition to a single final state, it will be automatically selected.

• A reason for the closure (if configured) will be requested.

  
  

  

  
  By selecting the reason and clicking Continue, a message confirming the closure of the case will be displayed.

  
  

  

  
  

• If there are additional fields required for closing, these will be requested sequentially before the process is finalized.

  
  

  

  
  

• If there are any required dependent fields that have not been completed, a message will be displayed indicating that the case cannot be closed and a button to complete the process will be generated from the corresponding page.

  
  

  

  
  

• If there are pending tasks associated with the case, you will be notified that closure is not possible due to those tasks.

  
  

  

  
  

• Get out

  Allows you to end the interaction with the command, displaying the initial message.