Accept or reject a case solution from the Consumer Service Portal

---
title: Accept or reject a case solution from the Consumer Service Portal
description: Users with the consumer role can accept or reject the proposed solution for a case from the Consumer Service Portal.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/resolve-cases-consumer-portal.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Use Consumer Service Portal, Customer communication, Use, Customer Service Management]
---

# Accept or reject a case solution from the Consumer Service Portal

Users with the consumer role can accept or reject the proposed solution for a case from the Consumer Service Portal.

## Before you begin

Role required: sn\_customerservice.consumer

## About this task

When an agent proposes a solution to a consumer's case, buttons for accepting or rejecting the solution appear in the section of the form that shows the consumer actions.

## Procedure

1.  Log in to the Consumer Service Portal.

2.  Select **My Lists** in the portal header to view a list of cases.

3.  Select **Action Needed**.

4.  Select the required case number to view more information about the case.

5.  Select one of the following from **Actions**.

<table id="choicetable_ntm_ly1_1w"><tbody><tr><td id="d119494e118">

**Accept Solution**

</td><td>

Accepts the solution proposed by the agent and changes the case state to **Closed**.

</td></tr><tr><td id="d119494e130">

**Reject Solution**

</td><td>

Rejects the solution proposed by the agent after entering the reason for rejecting the solution. The case state changes to **Open** state.

</td></tr></tbody>
</table>
**Related topics**  


[View a case from the Consumer Service Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/view-cases-consumer-portal.md)