Work on a quick in-store case on the Retail Portal

---
title: Work on a quick in-store case on the Retail Portal
description: Assign, edit, add tasks to, and close a case that was created with Create work item for store on the Retail Service Portal.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/retail-industry/t\_work-adhoc-case-portal.html
release: australia
topic_type: task
last_updated: "2026-10-05"
reading_time_minutes: 1
keywords: [in-store case]
breadcrumb: [Quick case and task creation for in-store issues, Retail]
---

# Work on a quick in-store case on the Retail Portal

Assign, edit, add tasks to, and close a case that was created with Create work item for store on the Retail Service Portal.

## Before you begin

Role required: `sn_rtl_instore_ops.associate`, `sn_rtl_instore_ops.manager`, or `sn_rtl_instore_ops.manager_contributor`

## About this task

The case page has three tabs: **Activity**, **Attachments**, and **Tasks**. On the **Tasks** tab, you can search the task list and filter it by priority, state, assigned to, and due date.

**Close** is always next to the overflow menu. The overflow menu contains **Assign to me**, **Add task**, and **Edit case**. **Assign to me** appears only for store associates and store managers of the case's store.

## Procedure

1.  From the Retail Portal, open the case from the home page, or navigate to **Cases & tasks** from the home page and select the case.

2.  Do any of the following actions.

    -   To take the case yourself, from the overflow menu, select **Assign to me**.
    -   To change case details or assign the case to someone else, from the overflow menu, select **Edit case**. You can change **Priority**, **Assignment group**, **Assigned to**, **Short description**, and **Description**.
    -   To break the work into tasks, from the overflow menu, select **Add task**. For details, see [Add a task to a case on the Retail Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/retail-industry/t_add-task-portal.md).
    -   To close the case, select **Close**. If you're a store associate or store manager, enter the resolution notes and confirm. If you're an area or region manager, confirm the close in the popup that asks whether you're sure.

## Result

When someone is assigned, the case moves from New to Open and the assignee gets a push notification in the Retail Mobile app. When you close the case, it moves to Closed, even if it has open tasks. Every edit, reassignment, and closure is recorded on the **Activity** tab.

**Parent Topic:**[Quick case and task creation for in-store issues](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/retail-industry/c_adhoc-case-task-creation.md)