Resolving a Case

After a case is resolved, it is removed from the list of active cases.

Use the following procedure to resolve a case.

1. At the Service Center window, at the toolbar, click Resolve.

The Resolve Case Dialog opens.

2. In the Notes field, enter information about the resolution of the case.
3. To notify the selected Contact from the Case of the resolution via e-mail, check the E-mail Notification box and type your message into the Add Message box. The Create E-mail window appears.
4. Enter a Resolution Type, or select one from the lookup list.
5. To attach an article to the case, click the Search Knowledge Base button. Attached article are listed in the Articles section.
6. If you want to include any attachment, check the box next to the item in the Add AttachmentClosedAny file (such as a Word document) created outside GoldMine and attached as a linked document, or an InfoCenter or email attachment section.

NOTE: When resolving a case, the Service Center does not send the Knowledge Base article to the customer.

7. When finished, click Resolve, or select Cancel to exit the dialog without resolving the case.

NOTE: A History entry will be created for the Resolving action.