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Configuring case resolution

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Configure a resolution method in a stage to control the final status and processing that occurs when a case reaches the end of its life cycle.

  1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.

  2. On the Workflow tab, click Life cycle if Optional actions is selected.

  3. Decide which stage resolves the case, which is typically the last primary stage in the life cycle or an alternate stage.

  4. Click the stage.

  5. On the General tab of the property panel, click Resolve the case.

  6. Optional:

    Change the default final status for resolved cases, by using one of the following techniques.

    • To use an existing status, press the Down Arrow key in the Resolution status field, and then select a status value.
    • To create a new status, enter a unique name in the Resolution status field by using the format Resolved-[your status name].
  7. Optional:

    Clean up dependencies when the current case is resolved.

    1. Select the Resolve open child cases check box.

    2. In the Resolution status of child cases field, enter a final status for child cases by repeating step 7.

  8. Click Save.

When all steps in the stage are completed, the case and its open child cases change status to the values that you provide. If you do not provide status values, the current case is set to Resolved-Completed and open child cases are set to Resolved-Unspecified.

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