Procedure on Closing Cases

Closing Cases The case creator should close the case within 48 hours once it?s been returned back to him/her with the appropriate status, such as Complete or Denied. Comments should be made as necessary on the case first before closing. To Close a Case: 1. Click on the Close Case button on the top of the case page 2. Enter in the person?s name that worked on the case in the Integrators field 3. Under Case Information, click on Closed in the Status drop-down menu 4. Select the appropriate Case Reason in Case Reason drop-down menu 5. Click on Save UPDATE 2/20/19: Integrators are now closing PM cases instead of Customer Service. Reopening Closed Cases If we receive a call from an ECP about an issue they are still experiencing when a case has already been created, addressed, and closed, confirm they are experiencing the same issue addressed in the case, re-open the case and assign it to the Integrations_PM queue. If the ECP is experiencing a different issue than the one described in the case, create a new case. Since cases should be closed 48 hours after they are received back as completed, if an ECP calls back with this time frame, we can reopen it if it?s for the same exact issue. If the ECP calls back after this time frame, it?s best to create a new case, since mostly likely it?s a new issue. Please use your best judgment on this.