Which of the following is NOT a valid reason for canceling a case?

• A. The Case was created in error.
• B. It is a duplicate case.
• C. The Case was opened by IT.
• D. The Case was canceled by the Member.

Answer: (C)

In case management, cancellations should reflect a meaningful change tied to the requester’s situation or data quality, not just an internal action. The grounds that justify canceling a case are things like discovering the case was created by mistake, finding a duplicate that would clutter the system, or the member themselves choosing to cancel. These reflect real reasons to stop and remove the case from active processing. Opening a case by IT, on the other hand, is an internal deployment or setup step and doesn’t indicate that the case itself should be terminated; it doesn’t show the member’s intent or a data integrity issue. So it isn’t a valid reason to cancel. If IT opened the case, the appropriate next steps would involve routing, completing necessary actions, or closing for a different, appropriate reason, but not cancellation based on the IT action alone.