Change the Status of a Case on Community

From the community, you can close a case when your issue has been resolved or open a closed case if an issue resurfaces.

Prerequisites

You should be a registered user on the SearchUnify community. If you aren’t already, follow the instructions on Register on the SearchUnify Community.

Change a Case Status

  1. Go to community.searchunify.com and log in. Then, click Support.

  2. You can see the Lumen interface, SearchUnify's advanced Agentic tool. Click Back to Legacy to go to the Support page.

    Read more about Lumen here: The Beta Launch of Lumen on the SearchUnify Community

  3. On the Support page, click Case Management.

    Click Case Management.

  4. A new tab opens. Your cases are listed in My requests. The list can be sorted using one of the three filters: (I) Created date, (II) Updated date, and (III) Status. Find a case, and open it.

  5. To close a case, click Mark as solved. The button is visible only when the Status is Awaiting your reply.

  6. To open a closed case, add a comment on the ticket. That will change the status to Reopened.

NOTE:

You can’t change the status of a case listed under the Requests I am CC’d on and Organizational requests. Only case owners can change the status of a ticket.

A ticket can’t be marked as solved if the Type is Problem.