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How to Open a Follow-Up Case (KBA4641)




KBA# 4641

How to Open a Follow-Up Case

When a support case is solved, it remains in an updatable, reopenable state for four (4) days. Any update made to the case within the four days will reopen the case and notify the assigned engineer. After the 4 days, the case becomes permanently closed. When this occurs, the following will be shown in the case:


Clicking the create a follow-up link will open a new dialog to complete:



***Please Note*** A follow-up case should only be opened if you are experiencing the exact same issue as the closed case. If the issue you are experiencing is different, please file a new case via

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