This task requires permissions that are found in all default service security roles Defined sets of privileges.The security role assigned to a user determines which tasks the user can perform and which parts of the user interface the user can view. All users must be assigned at least one security role in order to access the system.. More information about specific permissions and performing this task while offline: Service Permissions
If a case was resolved but additional actions are required, you can reactivate it and modify it as needed. The case is reassigned to the customer service representative (CSR) that owned the case when it was closed. The benefit of reactivating the case is that you do not have to re-enter any data. In addition, you maintain the original history of the case.
In the Navigation Pane, click Service, and then click Cases.
In the View list, click My Resolved Cases or Resolved Cases.
In the list of cases, open the one you want to reactivate.
On the Actions menu, click Reactivate.
In the Reactivate the Selected Case dialog box, click OK.
Modify the information on the form or add any activities you want.