Resolved Cases
This is pretty much similar to the 'Ongoing Cases' folder in term of structure, custom form and contents. The difference is that cases in this folder are marked complete and are not available for direct edit, i.e., the case form will only be available in read-only mode. To work on a resolved case, it would first have to be re-opened (which will move the case to the 'Ongoing Cases' folder). The default custom form is the same as the Ongoing Cases - 'IPM.Post.AMTSupportCase'. Most of the SupportCalls Outlook views in this folder are also similar to the 'Ongoing Cases' folder except for some specific views that are particular for resolved cases.

	Search the 'Resolved Cases' folder for items (support cases) with keywords. The searched result is effectively applied to the Outlook folder view (by means of Outlook filtering) which would result in only displaying those support cases that meet the searched criteria. Click the 'Clear' button to clear the search in the folder view (and revert back to the selected view effectively).  Learn more >>
	Show/toggle the advanced search options - Apart from the free text search by keywords, SupportCalls also implements an advanced search and reporting options with an array of filters available to extract only the required support cases quickly within the folder view itself. Learn more >>
	Quick contact menu lists all the possible shortcuts to communicate with the caller/technician (eg. via email, phone call, SMS etc.) and enables the helpdesk managers/technicians to initiate a communication medium in single-click without having to open the respective support case item.
	With the Archive cases tool, helpdesk managers can archive old support cases periodically to a local PST file that are older than a certain (user-selected) date.. This is an important maintenance step that would improve the efficiency of the SupportCalls system (as well as for Exchange storage). Learn more >>
	Re-open the selected resolved cases by marking the items as 'Ongoing'. Re-Open cases are then moved to the 'Ongoing Cases' folder.
	Delete the selected cases from the folder. If the deleted case has any email replies, they will be also deleted.
	Print the selected cases using the customizable 'print HTML template'.
	Create knowledge base items out of the selected cases. Learn more >>
	Run statistics tool to analyze helpdesk data and get better insights on support cases. Learn more >>
	The 'Resolved Cases' specific Outlook views are the primary interface with which most technicians will scan through for relevant cases in this folder. The drop down menu lists all the available views for this particular folder. Each view is organized to group and filter support cases to make a particular feature of your information obvious at first glance. Learn more >>
	The folder view listing all support cases, grouped and sorted as per the current selected view (eg. Technicians - Table). Each group also shows the number of items it holds as well as number of items that are unread. Selecting anyone of the case item displays the problem description in the Outlook preview pane.
	The Outlook preview pane displaying the problem description of the selected case item. In Outlook 2007, it also displays a SupportCalls specific form region on the bottom of the preview pane and includes helpdesk (user-defined) fields which otherwise can only be seen in the SupportCalls case Outlook form.

When you open an existing support case item, Outlook will display it with the SupportCalls case custom form (having the custom message class 'IPM.Post.AMTSupportCase'). Unlike an ongoing case, a resolved case when loaded in a form is available as read-only i.e., to make any editing/changes to a resolved case, the case first needs to be re-opened.