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When closing a case I don't get redirected to the Closed Case layout. I have selected the 'Closed' status as Close in the picklist values and assigned the Close Cases layout to the users.

Any idea on why this is happening? Should I select another setting I am missing?


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up vote 2 down vote accepted

Could you check if the 'Close Case Layout' is assigned correctly ? You can do this by going to Setup > Customize > Cases > Page Layouts and click the 'Page Layout Assignment'

FYI : The 'Close case layout' is rendered when you click the 'Close Case' standard button on the case detail page. it's not a detail page layout specific to the closed cases. if you want to do this I'm afraid you have to use Recordtype/Page layout assignment

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Yes, it is assigned for all my profiles. – tony danza May 5 '14 at 10:01
So when you hit 'Close Case' button on the case layout you aren't redirected to the 'Close case layout' ? then how you are changing the picklist status? – melmoussaoui May 5 '14 at 10:23
No, I do and I'm able to change the status by picklist, but when the Case is closed and I go to its detail page, I don't see the Close Case Layout but the Normal Layout with the Close Case button. – tony danza May 5 '14 at 10:27
oh, ok! Is it right that I also see the Close Case button anyway? Thank you, I really did not understand this. – tony danza May 5 '14 at 10:32
I'm moving my comment to the answer. upvote or choose it as an answer if this helps you – melmoussaoui May 5 '14 at 10:33

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