[Applies to: Microsoft Dynamics CRM 4.0]

Reactivate a case

Can I do this task?

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.

1. In the Navigation Pane, click Service, and then click Cases.
2. In the View list, click My Resolved Cases or Resolved Cases.
3. In the list of cases, open the one you want to reactivate.
4. On the Actions menu, click Reactivate.
5. In the Reactivate the Selected Case dialog box, click OK.
6. Modify the information on the form or add any activities you want.

   More information: Work with Activities

7. Click Save or Save and Close.

Notes

• Reactivated cases appear in the Active Cases view and the My Active Cases view of the CSR who owns the case.
• A new activity is not created, but the Case Resolution activity is canceled.