Defining an alternate stage in a life cycle

You can use an alternate stage to define an out-of-sequence event in the life cycle of a case. By using alternate stages, you can separate expected behavior from exceptions in your application.

1. In the Explorer panel, click Cases, and then click the case type that you want to open.

2. In the Actions menu, click Configure alternate stages to display alternate stages below your primary stages.

   If your case type does not have any alternate stages, a placeholder is created for you.

3. On the Life cycle tab, click + Alternate stage, and enter a unique name in the text box that is displayed.

4. Optional: Change the way that a case moves from the stage by clicking a transition method on the General tab of the contextual property panel.

   Options include:

   • Wait for a user action — Transitions a case to a different stage in the sequence, as specified by the user at run time.

   • Resolve the case — Closes the case after all processes in this stage are completed.

     This option does not allow the case to enter any subsequent stages unless a user manually reopens the case.

5. If you select Resolve the case as a transition method, perform the following steps:

   1. In the Resolution status field, press the Down Arrow key and select a status to assign to the case.

      Tip: To create a new status, enter a unique name in this field with the format Resolved-[your status name].

   2. Optional: To close assignments that are open when the case is resolved, select the Delete open assignment upon resolution check box.

6. Optional: Define the suggested and required resolution times for the stage by selecting an option from the Service level agreement list.

7. Click Save.

You can test your stage by creating a case and processing it.

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