C1 CC Need to Attach Solution?

C1 CC Need to Attach Solution?

Document number: 11566

When Customers close a case through Self Service do they have to attach a solution?

No, a customer does not have to attach a solution to close a case. When they click the 'Close Case' button, they are prompted to select a reason. The case closes successfully and a notification is sent to the analyst's worklist. They can also close the case by selecting and viewing a solution from the case and answer "Yes" for the question, "Did it solve your problem?" The analyst who is the Assigned To on that case receives a notification; the case shows the status "C-Closed By Customer" from the internal facing application and the reason selected by customer shows up under Resolution Information and Solutions Considered for this case as a successful resolution.