Defining a custom status for a case

You can define a custom status value that is assigned to a case at run time. By extending the standard set of status values in your application, you can more precisely communicate the progress that a case has made toward resolution.

  1. Click Designer Studio > Case Management > Processes > Status Values.

  2. On the Status Values landing page, review the list of case statuses, and ensure that a case status that meets your business needs does not already exist.

  3. Create a field value that defines your custom status by doing the following:

    1. In the header of Designer Studio, click + Create > Data Model > Field Value.

    2. In the Label field, enter the text for the custom status value.

      As a best practice, use one of the following prefixes to support standard reports and maintain continuity in between your custom status and standard status values: New-, Open-, Pending-, or Resolved-.

    3. In the Field Name field, enter pyStatusWork.

    4. In the Context section, select an application layer, applies to class, and ruleset based on how you plan to reuse the status value in your application.

      Tip: If your application supports localization, select a language-specific ruleset for the field value.
    5. Click Create and open.

    6. To provide a translated value for the custom status value, enter text in the To field of the Field Value form.
    7. Click Save.

  4. Refresh the Status Values landing page, and verify that your custom status is displayed.

You can now apply your custom status to cases by configuring shapes in the Flow form or adding an assignment to a process in the life cycle of a case.