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
When a problem has been solved or addressed to the customer's satisfaction, you can resolve the case and record the resolution and the amount of time to be billed to the customer.
Before a case can be resolved, all of its activities must be closed. If the case is linked to a contract line, it must be active and have sufficient allotments to resolve the case. You can only resolve cases one at a time.