---
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


---

# Accept or reject a case solution

# Accept or reject a case solution from the Consumer 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

Users with the consumer role can accept or reject the proposed solution for a case
from the Consumer Service Portal.

## Antes de Iniciar

Role required: sn_customerservice.consumer

## Por Que e Quando Desempenhar Esta Tarefa

When an agent proposes a solution to a consumer's case, buttons for accepting or
rejecting the solution appear in the section of the form that shows the consumer
actions.

## Procedimento

1. Log in to the Consumer Service Portal.
2. Select My Lists in the portal header to view a list of cases.
3. Select Action Needed.
4. Select the required case number to view more information about the case.
5. Select one of the following from Actions.

   | Opção | Descrição |
   | Accept Solution | Accepts the solution proposed by the agent and changes the case state to Closed. |
   | Reject Solution | Rejects the solution proposed by the agent after entering the reason for rejecting the solution. The case state changes to Open state. |
   |-|-|

   {#resolve-cases-consumer-portal__choicetable_ntm_ly1_1w}