Knowledge Document: How to re-open a closed case in the Support portal

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Environment

Support Portal


Situation

Case was closed but issue happened again and the case needs to be re-opened to add additional information.


Resolution

Log into the Support Portal (https://portal.microfocus.com


-Select Cases > View All Cases from the gray menu bar


- On the next page in List Views select All My Cases or All My Accounts Cases from drop down list


- Click on the case that needs to be re-opened. The Re-Open Case option will be available in the case


- Click on Re-Open Case and add an update that includes the reason why the case is being re-opened.

Note: Cases can be re-opened if they were closed within 15 days. Create a new case if the case has been closed longer than 15 days.

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