Respond to resolutions through Portal or Mobile

---
title: Respond to resolutions through Portal or Mobile
description: Review proposed resolutions and respond by accepting, rejecting with a reason, or self-closing your case. Available only when case is in "Resolution Proposed" state.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/retail-industry/breakfix-respond-resolution.html
release: australia
topic_type: task
last_updated: "2026-11-06"
reading_time_minutes: 2
breadcrumb: [Manage Break-Fix cases, Retail]
---

# Respond to resolutions through Portal or Mobile

Review proposed resolutions and respond by accepting, rejecting with a reason, or self-closing your case. Available only when case is in "Resolution Proposed" state.

## Before you begin

-   Received notification that HQ has proposed resolution for your case
-   Case must be in "Resolution Proposed" state for Accept/Reject actions to appear
-   **Role required:** Store Manager, Store Associate, Regional Manager, or Area Manager

## About this task

After HQ proposes a resolution, review it from the portal or mobile app. Accept/Reject actions only appear when the case is in "Resolution Proposed" state. Choose one of these mutually exclusive actions to proceed.

## Procedure

1.  Log in to Retail Operations portal or open Retail Operations mobile app

2.  Navigate to your requested cases

3.  Open the break-fix case with "Resolution Proposed" state

    **Note:** Accept and Reject actions only appear when the case is in the Resolution Proposed state.

4.  Review the proposed resolution details

    **Note:** Check troubleshooting steps, incident details, or work order information provided by HQ.

5.  Choose one of three actions:

    1.  **Action 1 - Accept Resolution:** Click \(portal\) or tap \(mobile\) **Accept** to confirm the proposed resolution is satisfactory and close the case immediately.

    2.  **Action 2 - Reject Resolution:** Click \(portal\) or tap \(mobile\) **Reject**, enter a reason in the **Rejection reason** field, then click/tap **Submit**.

        **Note:** Mandatory reason. Example: "Printer still not printing" or "Software issue still occurring."

        Case state changes to "New" and reopens to HQ queue with your reason documented.

    3.  **Action 3 - Self-Close:** Click \(portal\) or tap \(mobile\) **Close case** if reported issue is no longer needed or resolved outside this workflow.

        Case closes without requiring HQ resolution.


## Result

**When you Accept:** Case status changes to "Closed" and is resolved and archived.

**When you Reject:** Case reopens to HQ queue with state "New". HQ receives notification with your rejection reason and will propose an alternative resolution.

**When you Self-Close:** Case status changes to "Closed" without HQ involvement, and no notification is sent to HQ.

## What to do next

If you Accepted or Self-Closed, case is resolved and archived. If you Rejected, HQ Support Agents will receive your reason and propose an alternative resolution, which you will review similarly. See [Resolve Cases in Workspace \(HQ Agents\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/retail-industry/breakfix-resolve-workspace.md) to understand HQ's resolution process.

**Parent Topic:**[Manage Break-Fix cases](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/retail-industry/breakfix-manage-cases.md)

**Related topics**  


[Break-Fix Case Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/retail-industry/breakfix-overview.md)

[Submit Break-Fix Cases through Portal or Mobile](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/retail-industry/breakfix-submit-case.md)

[Resolve Cases in Workspace through HQ Agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/retail-industry/breakfix-resolve-workspace.md)

[Components for Break-Fix](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/retail-industry/breakfix-reference.md)