Defining a custom case status

Define a custom case status to more precisely communicate the progress that a case has made toward resolution.

1. In the header of Dev Studio, click Configure Case Management Processes Status Values .

2. Review the list of case statuses, and ensure that a case status that meets your business needs does not already exist.

3. Create a field value that defines your custom status by doing the following:

   1. In the header of Dev Studio, click Create Data Model Field Value .

   2. In the Label field, enter the text for the custom status value.

      As a best practice, use one of the following prefixes to support standard reports and maintain continuity in between your custom status and standard status values: New-, Open-, Pending-, or Resolved-.

   3. In the Field Name field, enter pyStatusWork.

   4. In the Context section, select an application layer, applies to class, and ruleset based on how you plan to reuse the status value in your application.

      If your application supports localization, select a language-specific ruleset for the field value.

   5. Click Create and open.

   6. Optional:

      To provide a translated value for the custom status value, enter text in the To field of the Field Value form.

   7. Click Save.

• Collecting information from a user

  Gather the information that your business process requires by creating an assignment to collect that data from users. For example, a customer service representative can enter personal details and income information from a client during the loan request process.

• 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.