Change the Status of a Case on Community

From the community, you can close a case once your issue is resolved or reopen a closed case if the issue resurfaces.

Prerequisites

Ensure you are registered on the SearchUnify community. Follow the instructions in Register on the SearchUnify Community.

Change a Case Status

  1. Go to community.searchunify.com and log in. Navigate to About Us > Support.

  2. Click Case Management.

    Click Case Management.

  3. A new tab will open, showing your cases under My requests. You can sort the list using filters such as:

    • Created date

    • Updated date

    • Status

    Locate the desired case and open it.

  4. To close a case, click Mark as solved. This option is available only when the Status is Awaiting your reply.

  5. To reopen a closed case, add a comment on the ticket. The status will automatically change to Reopened.

NOTE.

  • You cannot change the status of cases listed under Requests I am CC’d or Organizational requests. Only case owners can modify the status.

  • A ticket cannot be marked as solved if its Type is Problem.