Work on a Store Case on the Retail Portal

---
title: Work on a Store Case on the Retail Portal
description: Review, comment on, reassign, and close a Store Case using the Retail Portal.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/retail-industry/rahi-retail-work-in-store-operations-case-portal.html
release: australia
topic_type: task
last_updated: "2026-09-30"
reading_time_minutes: 1
breadcrumb: [Fulfill In-store operations cases and tasks on the Retail Portal, Manage store plans, Retail]
---

# Work on a Store Case on the Retail Portal

Review, comment on, reassign, and close a Store Case using the Retail Portal.

## Before you begin

Role required: sn\_rtl\_instore\_ops.manager or sn\_rtl\_instore\_ops.associate

## About this task

**Note:** You can view all Store Cases for your store. Only the assigned user or a Store Manager can close a case.

Store plan cases are assigned to the store manager automatically, so a store plan case can't be left unassigned.

## Procedure

1.  From the Retail Portal, navigate to **Cases & tasks**, and select the Store Case you want to work on.

2.  Review the case details on the record page.

    The breadcrumb reads **Home** > **Cases & tasks** > case number. The parent HQ case isn't shown on the store case page.

3.  In the **Activity** tab, view comments and work notes, or post a new comment or work note. You can't attach a file here, but files that you add in the **Attachments** tab also appear here.

4.  In the **Attachments** tab, view existing attachments or upload a new file.

5.  Select the **Tasks** tab to view all Store Tasks linked to this case.

    Each task is listed as a card showing the task number, short description, assignee, priority, due date, and status. Use search and filter to narrow the list. Select a card to open that Store Task.

6.  From the **Overflow** menu \(three dots\), select **Edit case** to reassign the case.

    Only the **Assignment group** and **Assigned to** fields are editable. All other fields are read-only.

7.  From the **Overflow** menu, select **Close**.

    A dialog warns that a closed case can't be reopened. To confirm, select **Close case**.

    **Note:**

    -   If any linked Store Tasks are still open, you can't close the case. The **Close** option is unavailable and its tooltip reads "Complete all tasks before closing this case." Close all linked tasks first.
    -   Once closed, the case shows a **Closed** badge. The **Overflow** menu is removed, but you can still view other tabs.

**Parent Topic:**[Fulfill In-store operations cases and tasks on the Retail Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/retail-industry/rahi-retail-fulfill-in-store-ops-portal.md)