close case button not showing up in Lightning - Answers - Salesforce Trailblazer Community
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Jennifer WolfelJennifer Wolfel 

close case button not showing up in Lightning

I'm working on setting up cases.  I have a close page layout assigned to the case page layout that I am working on.  I have the button on the page layout for close case but when I go to my cases it's not there.  I don't know what I am doing wrong.  

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Best Answer chosen by Jennifer Wolfel
Ahilesh RagavanAhilesh Ragavan
Hello Jennifer,

"Close Case" button and the Close Case pagelayout are not available in lightning yet.

See here:
Customer Service Features: What’s Different or Not Available in Lightning Experience
https://help.salesforce.com/articleView?id=lex_gaps_limitations_service.htm&type=0

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Idea to upvote:
Close Case button/page in Lightning Experience
https://success.salesforce.com/ideaView?id=0873A000000cMWbQAM

All Answers

Ahilesh RagavanAhilesh Ragavan
Hello Jennifer,

"Close Case" button and the Close Case pagelayout are not available in lightning yet.

See here:
Customer Service Features: What’s Different or Not Available in Lightning Experience
https://help.salesforce.com/articleView?id=lex_gaps_limitations_service.htm&type=0

User-added image

Idea to upvote:
Close Case button/page in Lightning Experience
https://success.salesforce.com/ideaView?id=0873A000000cMWbQAM
This was selected as the best answer
Jennifer WolfelJennifer Wolfel
Well that seems truly ridiculous for something so basic, and the fact that I can build the pages in Lightning in the first place is seriously misleading.  

Thank you for the help!
Scott RussoScott Russo
For "Simplicity"?  I think this was over simplified. The Close Case layout had a true purpose, and did not just add a layer of complexity. This layout allows for specific workflow, the case owner to add closing comments, make sure certain fields are correctly populated, and most important, create a tech note (knowledge base article).  It's a disappoint this functionality was removed rather than make it configurable for us to decide if we want to remove it, and just use the case 'Status' field.  Very disappointing.  I was looking forward to Lightning, but now I prefer Classic.
Jennifer WolfelJennifer Wolfel
Scott I couldn't agree more!  If I didn't have to use it for our Opporutnity Path and some other things to work for us like Live Agent I would be on Classic still!  I think this is a really basic feature that needs to be created in lightning soon!
Jennifer WolfelJennifer Wolfel
Scott I wanted to just follow up with something that was recently told to me in my accelrator.  You can create a action button that will do a change status to a case record in lightning and it will allow you to basically close a case using the Feed in your page layout.  If you want you can email me and I can tell you the steps to accomplish that... 
Sofia StrömstenSofia Strömsten
Hi Jennifer, Any chance you could email me this instruction?
Tia

Kr,

Sofia
Scott RussoScott Russo
Hi Jennifer, thank you so much for the offer, but what is the benefit of this action button?  Unless it can call the Closed Case page layout, it doesn't solve our problem.
Jennifer WolfelJennifer Wolfel
Here is how it looks when I click on the action....  

You have to build a close case action button and then you can add the fields to the layout of the page to include whatever it is use want them to fill out in the closing of the case.  You must make sure to add the chatter feed/publisher to your lightning page for cases.  But we are using it and it is working very well for us!  

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Scott RussoScott Russo
Thank you.  I sent you a private message for the info.
Trisha GourleyTrisha Gourley
Hi Jennifer,

Any chance you can share with us how you were able to create this action?
Katie SalimKatie Salim
Hi Jennifer - can you please share with us how you accomplished this? Thanks!
Jennifer WolfelJennifer Wolfel
Katie and Trisha if you send me a PM with your emails I will send you the step by step guide.

 
Katie SalimKatie Salim
Message sent - thanks! 
 
Garima RoyGarima Roy
Hi Katie, sent you post with my email address. can you share instructions with me too.
The Entourage MasterThe Entourage Master
Hi Jenifer, can you please share us the details of the action created
Jennifer WolfelJennifer Wolfel
Can you send me a message to my email wolfelj@moravian.edu I will forward the instructions. Thanks! *Jennifer R. Wolfel* CRM Programmer/Administrator Moravian College 1200 Main Street Bethlehem, PA 18018 610-625-7832(P) wolfej@moravian.edu
Richard ClarkRichard Clark
Note that Salesforce have documented this (after Jennifer's original post): https://help.salesforce.com/articleView?id=cases_set_up_lex_close_case.htm&type=0

Also note the additional Quick Actions suggested for Case Comments etc in the corresponding help menu.
Jennifer WolfelJennifer Wolfel
Richard if you send me an email I can send you the step by step that I followed.  I'm thinking that maybe you didn't add the quick action button to your page layouts?  
Richard ClarkRichard Clark
Thanks Jennifer but I'm ok no isses. I was just trying to point out for anyone else looking at this thread where they can see the solution on the SF help.
vivek kasiviswanathanvivek kasiviswanathan
"Close Case" button not available in lightning and so as case close page layout; although you can modify a case close page layout in lightning exp but is not useful ? Is this correct?
Amit KumarAmit Kumar
Here is Possible Solution.
1.Setup -> Customize -> Cases - Buttons, Links, and Actions
2. Click New Button or Link, enter Label and Name, select Detail Page Button in Display Type and Behavior select Execute below JavaScript
3.Paste JavaScript script below
4. Add custom button created to the page layout and remove default Close Case button, you can have multiple page layout with different button based on user profile and Case record type.
//JS Code
{!REQUIRESCRIPT("/soap/ajax/29.0/connection.js")}
var caseObj = new sforce.SObject("Case");
caseObj.Id = '{!Case.Id}';
if ({!NOT(Case.IsClosed)}){
   caseObj.Status = 'Closed';
   var result = sforce.connection.update([caseObj]);
   if (result[0].success=='false') {
      alert(result[0].errors.message);
   } else {
      location.reload(true);
   }
}