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Configuring a 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.

For example, you can configure a Car insurance claim case type to have two possible resolution statuses: Resolved-MoneyDisbursedand Resolved-InvalidClaim. To reach the Resolved-MoneyDisbursed status, you configure the case flow to follow the primary stage sequence. To reach the Resolved-InvalidClaim status, you redirect the case flow to an alternate stage.
  1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.

  2. Click the stage at which you want to resolve the case.

    Typically, the last primary stage in the life cycle or an alternate stage resolves a case.
  3. In the Stage property pane, on the General tab, click Resolve the case.

  4. Optional:

    To change the default final status for the resolved case, select the new status:

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

    To clean up dependencies when the current case reaches its resolution, specify the cleanup scope:

    1. Optional:

      To delete any open assignments from the previous stages, select the Delete open assignments check box.

    2. Select the Resolve open child cases check box.

      If you clear the check box, the child cases continue their execution.
  6. Optional:

    To change the default final status for the resolved child cases, select the new status:

    • To use an existing status, in the Resolution status of child cases field, press the Down arrow key, and then select a status value.
    • To create a new status, in the Resolution status of child cases field, enter a unique name by using the format Resolved-[your status name].
    Enter Resolved-Withdrawn.
  7. Click Save.

When all steps in the stage reach completion, the case and its open child cases change status to the new values. By default, when a case reaches its resolution, the current case is set to Resolved-Completed, and open child cases are set to Resolved-Unspecified.
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