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Closing reason & Closing comment

When closing a case in FaceUp, you’re required to document the resolution with a structured closing reason and comment.

When you change a case status to Closed, FaceUp will automatically prompt you to fill in:

  • Closing reason

  • Closing comment

This step is mandatory and ensures your case documentation is complete, structured, and audit-ready.

Importantly, this information is internal only.
It is not visible to the report sender and can only be accessed by members of your FaceUp administration team.

Tip: You can define your own closing reasons or edit the existing ones - see the Managing closing reasons for more information.

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Filtering cases by closing reason

Once cases are closed with a defined reason, you can easily filter cases in the Cases overview.

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This is particularly useful if you want to analyze, for example:

  • Substantiated vs. unsubstantiated cases

  • Policy breaches vs. misunderstandings

  • Cases resolved through mediation vs. disciplinary action

Closing reasons in Analytics

In the Analytics section, you’ll find a visual chart displaying case distribution by closing reason.

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This allows you to:

  • Quickly understand resolution trends

  • Share high-level summaries with leadership

  • Identify recurring compliance risks

  • Spot areas where additional training or policy updates may be needed

Why closing reasons matter

For compliance and ethics leaders, closing a case is more than an administrative action - it’s a signal.

Clearly defined closing reasons help you:

  • Maintain consistent case documentation across your team

  • Ensure audit-readiness and defensibility

  • Identify patterns in resolution types

  • Track how issues are handled over time

  • Improve reporting to leadership and the board

Instead of simply marking a case as closed, you create structured insight into how and why it was resolved.

Best practice for compliance teams

We recommend:

  • Defining clear internal guidelines for selecting closing reasons

  • Keeping closing comments factual and audit-ready

  • Reviewing closing-reason analytics quarterly

  • Aligning resolution categories with your compliance reporting framework

When used consistently, closing reasons turn your case management process into a strategic compliance asset - not just a record-keeping tool.