Related information
The status of a case is the primary indicator of the progress of that case towards resolution. Case status is the value of the standard property Work-.pyStatusWork. The values for this property are restricted and controlled.
The following values are typical for the Work-.pyStatusWork property:
New — The case is not yet reviewed or qualified.Open — The case is open (processing is not complete), and users can work to advance it toward resolution. The responsibility for processing the case is with the processing organization. Pending — The case is open, but progress is paused or halted temporarily while the organization is waiting for information, a decision, a signature, or other events from a party outside the organization.Pending-PolicyOverride — Processing of the case is suspended pending a review of a potential policy violation.Resolved-Duplicate — The case is resolved, because it was determined to be a duplicate of another case.Resolved-Rejected — The case is resolved, but rejected. Typically, this status indicates that no work was performed to resolve the case, or that the case was created inappropriately.Resolved-Revoked — The case is resolved, because the reviewer ended processing.Resolved-Completed — The case is resolved, because all work was completed and accepted.You can define additional status values, but start each value with either New, Open, Pending, or Resolved, with the first letter of the word capitalized. You can view the available status values for your current application on the Status Values tab of the Processes and Rules: Processes landing page.
Values for this property are defined through field values rules. Several standard values are defined. The control rule WorkStatus supports localization of the status value on displays, through field value rules.
Resolved cases represent completed work. Typically, resolved cases are not modified by later processing, unless the case is reopened. When a case is resolved, the system activates a ticket named Status-Resolved. This ticket might appear in multiple work flows, so that your application can share news of the case resolution to other business processes.
As a best practice, call the standard activity Work-.UpdateStatus to change the case status. Do not change the status of a case by directly setting the value of Work-.pyStatusWork because the new status may not be detected by case-dependency logic.
The status might also change when your flow uses the following standard activities:
Assign.Assign.All three activities update the case history to reflect the status change.
The standard properties Work-.pyElapsedStatusNew, pyElapsedStatusOpen, and pyElapsedStatusPending are automatically maintained by a standard Declare Trigger rule. These properties contain cumulative times (in seconds) that a case had a status value that started with the text New, Open, or Pending.