I updated a case status on a call last week from "in progress" to "cancelled", as the guest had left before I could assist. Now the case status shows as cancelled, but it remains in "My Open Cases" and will not clear. How do I get rid of this call?

Question

I updated a case status on a call last week from "in progress" to "cancelled", as the guest had left before I could assist.  Now the case status shows as cancelled, but it remains in "My Open Cases" and will not clear.  How do I get rid of this call?

Christine Marshall · Answer

Hi Rick,

Are you the System Admin? If not, you'll need to contact them as they can change the value of this picklist to be included in Closed.

It's also worth checking any filters applied to My Open Cases to ensure it is defintiely still filtered on Open cases and is excluding Closed.

Christine

I updated a case status on a call last week from "in progress" to "cancelled", as the guest had left before I could assist. Now the case status shows as cancelled, but it remains in "My Open Cases" and will not clear. How do I get rid of this call?

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