Case closure

Rave case closure procedure

1. Obtain customer approval for case closure.
2. Complete the requested information on the Summary tab.
   
   
    
3. Manually send closure email as a Rave message, including information from "Summary" tab. 
4. Select the Close case action under Case actions, and then select OK to confirm.
   
   
   
   The following pop-up window confirms that the case has been closed.
   
   

Standard closure procedure

1. If possible, get the Customer approval to close the case: 
   • Document the response. 
   • If the Customer is not responding to your attempts to communicate, follow the Unresponsive Customer procedure.
2. If the Customer wants to discuss additional issues: 
   • Provide advice if the question is quick to answer. 
   • If the issue requires detailed troubleshooting, ask the Customer to open a separate support case, or open one for them, if possible. 
   • For Rave engineers: 
     • If the issue requires extensive troubleshooting, and if it's within SE's technical capability in the same workload, continue to work with the Customer. You may create a new case on behalf of the customer for case management, if necessary. 
     • If the issue is regarding a different technology or workload, or if it can be supported better by a different SME, create a new case on behalf of the Customer, and transfer accordingly. 
3. If the Customer does not agree to close the case: 
   • If they are dissatisfied, follow the Recovery procedure.
   • If they request to monitor the incident beyond a reasonable timeframe to verify that the initial scope is resolved: 
     • For Premier Customers and Partners:
       Discuss with the Premier Account Representative for help to set Customer expectation for case resolution.
     • For Non-Premier cases:
       Discuss with your Manager how to handle the request for monitoring. 
     • Set a Call Back Commitment, depending on how long the Customer wants to monitor for. 
4. If a Customer or Partner closes their support request prior to troubleshooting, or if they request a full or partial refund or non-decrement:
   • For Premier:
     See the Premier Non-Decrement procedure.
   • For Non-Premier:
     See the Professional Support and Broad Commercial Refund procedure. 
   • For Unified Support:
     upport is provided "as-needed" and not billed hourly. Therefore, there is no need for a refund or non-decrement.
5. After the agreement to close the case has been received, check whether the following are set or added correctly: 
   • Customer or Partner contact details
   • Routing product 
   • Bug information, if applicable
   • Summary tab (Rave) 
6. Select an appropriate closure email template: 
   • If the Customer, Partner, or Premier Account Representative has requested case closure before Initial Response of Scoping is completed, it is important that they still receive a closure email message:
     • Use Un-Scoped ("Case Management Standard Templates")
   • If the resolution was provided during the initial scoping of the case: 
     • Use Scope and Close 
   • If the Customer or Partner requests temporary closure of the case (for example, if they will be on vacation): 
     • Use Standard Break Fix Resolved or Not Resolved ("Case Management Standard Templates") 
     • Do not push them into temporary closure of the case. Doing that will trigger an early survey of the case and possibly multiple surveys for the same case. 
   • If the case is being closed as non-decrement (e.g., a bug has been found in a mainstream product) on a contract that would typically require a cost to the Customer or Partner: 
     • Use Non-Decrement On-Premises ("Case Management Standard Templates")
   • If the case is Advisory: 
     • Use Standard Advisory ("Case Management Standard Templates")
   • For any other closure: 
     • Use Standard Break Fix Resolved or Not Resolved ("Case Management Standard Templates")
     • If, during closure, you find it easiest to summarize your case by using the Advisory format, consider whether the case coding should be changed before closure.
7. Complete and send your closure summary email message to the Customer: 
   • Do not delay sending the closure message. Send it out very soon after closure confirmation is received. 
   • Consider copying the Premier Account Representative or any Microsoft personnel who contributed to the case (e.g., during collaboration or escalation). BCC the additional contacts, if it's more appropriate.
8. Close the case: 
   • The Service Request should be closed by the technical resource who communicated the resolution:
     • Exception: Local language cases in which a translator has been involved
   • Set the Problem Type and the Problem and SR Resolution accurately:
     • For more information about Malware or Security Bulletins problem or case type usage, see the Malware and Security Bulletin Support procedure. 
     • See the Resolution Codes procedure for the correct resolution codes to use.
9. Share knowledge, as appropriate (for example by creating and publishing new internal or public Help articles through http://contentidea). 

For more information, see Procedure: Case Closure.