---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Close case

# Close a case from the Customer Service Portal {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Customers and consumers can close cases from the Customer and Consumer Service
Portals.

## Antes de Iniciar

Role required: sn_customerservice.customer, sn_customerservice.consumer

## Por Que e Quando Desempenhar Esta Tarefa

This feature is available for the Customer Service Portal (B2B) for product and order cases and for the Consumer Service Portal (B2C).

The
Close Case button is not available for cases in the
Resolved or Closed states.

## Procedimento

1. Click Cases in the portal header to open the Case list.
2. Open the desired case.
3. In the Actions section, click Close Case.
4. In the confirmation pop-up window, click Close Case.  
   When a case is closed from the portal:
   * The case status in the Case details section is updated to Closed.  
     Nota:  
     You cannot add comments after the case is closed. You can only view the previous comments in the activity stream.
   * The case additional comments and resolution notes are updated with Closed by customer.
   * The case resolution code is set to Solved by customer
   * A message at the top of the portal confirms that the case has been closed.
   * The system displays a customer satisfaction survey.
   {#customer-close-case-from-portal__ul_gly_yx1_sgb}
5. Complete the customer satisfaction survey.  
   You can also choose to skip the survey. Either choice returns you to the case list on the portal.