Restore a canceled case

Restore a canceled case to resume work on the original request.

Restoring a case returns it to an active state so work can continue. Use this action when a case was canceled by mistake or when work needs to resume after the case was canceled.

For an overview of the case lifecycle, see Manage the case lifecycle.

Before you begin

• Confirm the case is canceled.
• Verify that the case is still eligible for restoration according to your organization's lifecycle settings.
• Determine whether restoring the existing case is more appropriate than creating a new one.

Case Managers and Case Administrators can restore cases within their scope. Depending on your organization's configuration, the person who created the case may also be able to restore it.

Restore a canceled case

1. Open the canceled case.
2. Select Add note and restore case.
3. Enter an internal note explaining why you're restoring the case.
4. Send the note.

The case returns to In Progress so work can continue.

What happens next

After you restore a case:

• The case becomes active again.
• Agents can continue working the case.
• The case remains part of its original history and conversation.
• The lifecycle continues according to your organization's configuration.

When to restore a case

Restore a case when:

• The case was canceled by mistake.
• The request still requires action.
• Work needs to continue on the original case.

Don't restore a case if:

• The request has already been completed. Resolve the case instead.
• The employee has a new or unrelated request. Create a new case instead.
• The case is no longer eligible for restoration.

Best practices

• Record why you're restoring the case.
• Review the case history before resuming work.
• Continue work on the existing case whenever appropriate to maintain a complete record of the request.
• Create a new case instead of restoring one that is no longer eligible.

Troubleshooting

Reference

• Audit history and AI evaluation traces