Reopen a closed case and assign it

A closed case keeps its number, documents, messages and history. Reopening puts the same case back to work; nothing is copied or renumbered, and the client is active again. You need a role that holds Cases at Manage (Part 3 shows where that is set).

Your screens may use a different word for Client or Case; the steps are the same.

Part 1Open the closed case

All Clients > the client > Cases tab

1. Open All Clients in the sidebar and click the client.
   You see: the client's profile with its tabs (Overview, Client Notes, Documents and more).
2. Click the Cases tab.
   You see: every case of the client, closed ones included, each with its status (for example COMPLETED) and number.

3. Click the closed case.
   You see: the case workspace with a Workflow Complete card (the case reached the end of its workflow) or a Closed card (someone closed it early), and a Reopen button.

Part 2Reopen it and choose who works it

The Reopen this case window

1. Click Reopen.
   You see: the Reopen this case window.
2. Reason (required): why the case is coming back, for example "The client asked for a second job at the same address." It is recorded in the case's activity.
   You see: the text in the box.
3. Return to: the phase the case resumes in. The first choice is "The phase it was in"; for a second job pick the phase the work starts from, such as Intake.
   You see: the phase name in the picker.
4. Assign to: the person who works the case. Click the picker, search, and pick the person, or choose Unassigned to leave it waiting to be picked up. The person working it now is preselected.
   You see: the line under the pickers reads back what will happen, for example "Reopens at Intake, assigned to Tom Okafor. The client is active again."
5. Type REOPEN in the box Type REOPEN to confirm and click Reopen case.
   You see: the message "Case reopened at Intake, assigned to Tom Okafor".

What happens next: the case is active in that phase, the person you picked sees it on their My Work and gets a notification, the client is active again and sees the case in their portal, and the activity shows the case was reopened by you, with your reason.

Part 3Who can reopen

Team & Access > Roles & Queues (an owner changes this)

1. Open Team & Access and the Roles & Queues tab, then click Advanced: change what a role can do.
   You see: a grid with one row per role and a column per capability, CASES among them.
2. On the role's row, click its CASES cell until it reads Manage, then click Save on that row.
   You see: the cell reads MANAGE. The Reopen button appears for that role's people the next time they load a page.

TroubleshootingIf something does not look right

There is no Reopen button, only "Someone whose role can manage cases can reopen it."

Your role holds Cases below Manage. Ask an owner to reopen the case, or to raise your role's Cases capability (Part 3).

"Reopening a closed case needs Cases at Manage. Ask an admin to reopen it, or to change your role."

Your role changed while the page was open. Ask an owner, as above.

"This case has no phase to go back to"

The phase the case ended in was removed from the workflow since. Pick a phase under Return to.

The wrong person got the case

Open the case: the header shows the Case Lead and, when someone else works the current phase, who is working on it now. Click Change next to the Case Lead to hand it over.

I want a brand-new case instead

On the client's profile click + Start Case. A reopened case keeps its old number; a new case gets the next one.