Support reps at Cloud Kicks (CK) are reporting that when they try to close a case, the Closed option in the Case Status picklist is missing. CK has asked the administrator to find a solution. Why…

Picklist values, including Case Status, are controlled by the Case Record Type assigned to a user's profile; if 'Closed' is not explicitly enabled as an available value for the Case Status picklist on that specific Record Type, users won't see it.

The availability of a picklist value is determined by record type settings, not by the page layout used to interact with the record.

The 'Show Closed Statuses in Case Status Field' checkbox typically controls the display of closed statuses in views or reports, not their availability for selection in the picklist itself.

While a Support Process defines the available statuses, the ultimate display and selection in a picklist for users is governed by which of those statuses are explicitly assigned to the specific Case Record Type in use.