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Case status values

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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:

Case status Description
New Indicates that the case is not yet in progress. The status does not trigger any case processing.
Open 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.
Pending 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.
Resolved 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.
For consistency and better understanding of case statuses, as a best practice, extend existing statuses instead of creating new values. In Dev Studio, the Work-.pyStatusWork property corresponds with case status.

To meet your unique business needs, you can create new or modify existing statuses. For more information, see Defining a custom case status.

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