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.For example, a Pending-Approval status informs users that a case awaits approval.
Changes to a case status convey important information about the progress of the case towards completion. In addition, the system uses the case status to control automatic case instantiation.
The following table describes typical values of a case status:
Indicates that the case is not yet in progress. The status does
not trigger any case processing.
Indicates that the case is active and that users process the
case. The status does not trigger any case processing. You can
extend the Open status to provide more
details. For example, you can create an
Open-Sales status to inform users
that a sales team currently processes the case.
Indicates that the case awaits an action or an event. The status
does not trigger any case processing. You can extend the
Pending status to specialize the
meaning. For example, in a hiring process, you can create a custom
Pending-ReferenceCheck status to
inform users that a case can only move forward after a designated
user checks the references of a job candidate.
Indicates that all processing of the case is complete and the
case does not include any open assignments. The status triggers
particular actions in a case processing that typically happen as the
last step in the case. You can also extend the
Resolved status. For example, in a
loan request case, you can create a custom
Resolved-LoanGranted status to
communicate that the loan request is approved, or a custom
Resolved-Rejected to inform users
about the rejection of a case.
To meet your unique business needs, you can create new or modify existing statuses. For more information, see Defining a custom case status.