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How to Un-Close a Case

Reverse a case that was closed by mistake.

Sometimes a case gets closed in error. Maybe you entered the wrong child's name. Don't panic. Un-Close reverses it.

Warning: Use Un-Close only when a case was closed by mistake. It's not for relisting a child whose case closed legitimately and has come back for a new record of service. For that use Relist Child in Case Tasks. Not sure which one you need? Log a support ticket before you Un-Close or Relist.

Find the case and unlock it

  1. From casework > case detail, find the child whose case was closed by mistake.
  2. Go to case overview.
  3. If the record is locked, an administrator must unlock it first. A locked record shows a closed orange lock next to case name. Click the lock icon or the red click to unlock!
  4. A message confirms the record is unlocked. Click OK.

Un-Close the case

  1. In the close case (ceased service) section, click un-close.
  2. Read the instructions at the top of the window. Check the box next to each volunteer or staff advocate who should become active on the case again. If there's no box to check, click Cancel. You'll land back on Case Overview, where you can start over and find a different child.
  3. Click submit.
  4. A window asks you to confirm. Click continue only if you're sure. When you do:
    • The selected advocates become active on the case again.
    • The child's status goes back to Active Vol or Active Staff. The child does not go back on the wait list.
    • All case closure data is removed.

What you'll see

The child's case is un-closed and restored with its original data. On Case Overview:

  • Current status is back to Active Vol or Active Staff.
  • Close case (ceased service) is empty.
  • The advocate's discharged date is cleared.
  • Prior professionals' end dates are cleared too.