Closing and reopening cases
Outcomes, the closure approval and how to reopen a closed case.
Last updated
Outcomes
| Outcome | Use when |
|---|---|
| Substantiated | The allegation was established. |
| Partially substantiated | Some of it was established. |
| Unsubstantiated | There was not enough to establish it. This is not a finding that the report was false. |
| Inconclusive | The facts could not be determined. |
| Referred to an external authority | The matter belongs with a regulator, police or another body. |
| Out of scope | The matter is not one your process covers. |
| Duplicate | The same matter is already handled in another case. |
Who can close
Closing needs the close permission and an outcome. A case is normally closed after review. Out-of-scope, duplicate and external-referral outcomes can be closed without that step.
Closure approval
By default, closing with an investigation outcome needs a finding, a closure request and approval from a different person who holds the approve permission. The approval covers only the outcome that was requested and is used up when the case closes. You can switch this requirement off under Settings.
Reopening
A closed case can be reopened by someone with the reopen permission. A written justification is required, and it is recorded on the timeline.
Note. Giving the reporter feedback, or closing the case, counts as feedback for the feedback deadline.
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