Changing case statuses
Communicate to stakeholders how a business process moves towards resolution, by changing the case status in the life cycle. For example, you can assure the stakeholders that the case advances within the time frame.You can configure the status change when the case reaches a certain stage or step.
In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
On the Workflow tab, click Life cycle.
In the Case life cycle section, define when the case changes the status:
Choices Actions Change the status when the case reaches a specific stage
Click the header of the stage that you want to configure.
In the Stage properties pane, on the General tab, in the Set case status on stage entry field, press the Down arrow key, and then select a value that you want to apply.
Change the status when the case reaches a specific step
Click the step that you want to configure.
In the Step properties pane, on the General tab, in the Set case status field, press the Down arrow key, and then select a value that you want to apply.
- Case status values
The value of a case status is a primary source of information for users about the current state of a business process. For example, by analyzing a case status, users can learn whether a case is already in progress or awaits an action, and then make informed decisions about actions to take. A detailed case status conveys the essential information about a business process, and as a result, promotes a unified understanding of a case between the stakeholders that the case involves.
- Defining a custom case status
Define a custom case status to more precisely communicate the progress that a case has made toward resolution.
- Standard rules and extension points for case status
You can use standard rules and extension points to programmatically update, retrieve, or analyze the status of a case.