Why can't I edit a Completed case?
When a case is marked as Completed, Smartr365 locks it for editing. This is intentional — completing a case triggers end-of-case activity (such as creating a future remortgage opportunity, updating property records, and finalising reporting and introducer commission), so the case is closed to further changes.
If you try to edit a Completed case, most fields will be unavailable and the status option will appear greyed out.
Who can move a case back out of Completed?
Only a user with the System Administrator role at your firm can move a case out of Completed and back to an earlier stage. Adviser, Admin Assistant, Manager and Compliance users will not see this option — please ask your firm's System Administrator to make the change.
If your firm is not sure who holds the System Administrator role, your account owner can check under user management.
How your System Administrator moves the case back
Open the Pipeline board (or open the case itself).
On the Pipeline board, drag the case card out of the Completed column into the stage you want — or use the status dropdown on the case header.
Confirm the change when prompted.
Important — please read before moving a case back
Moving a case out of Completed reverses the end-of-case activity. When you reopen a case:
the future remortgage opportunity created when the case completed will be removed;
any remortgage emails already scheduled for the case may still be sent;
property records created or updated at completion are rolled back;
the case's reporting figures will change; and
the introducer commission for the case will be removed from the introducer's dashboard.
For this reason, only reopen a case if you are sure it was completed in error. If you are unsure, please contact Support before making the change.