Closing a case
You can close a case when the case responders complete all tasks and required fields. If you try to close a case that has a required field that is incomplete, the application prompts you to complete the field.
If you close multiple cases simultaneously and the same required field is incomplete on a subset of the cases, the value you enter applies to all of the incomplete fields. It does not override the value in the completed fields.
To close a case, click the Actions > Close case from within the case. From the Close case page, you must select a resolution from the Resolution menu. Optionally, you can also enter a summary and resolution summary.
To close one or more cases from the Cases page, select the cases that you want to close and click Manage > Close cases. From the Closing details page, you must select a resolution, which is applied to all of the case that you are closing. Click Next to go to the Review and close page. From the Review and close page, you can review and edit the closing information for each of the cases. Then click Close to close the cases.