Predelivered Status Values for Cases
| Current Status | Reachable Statuses | Non Reachable Statuses | Description |
| Open |
|
| This status in not reachable from any other value. |
| Process |
|
| If the status changes from Process to Closed, the system completes and closes the case. |
| Customer Action |
|
| |
| Completed |
|
| |
| Closed | None |
| If a case is closed, it's not possible to open again. This status can only be used for cases still in the system. New cases are not allowed to use Closed. |
Statuses for a Case are maintained by the Service Agent. Such statuses can be "Open", "In process", "Customer Action", "Completed" or "Closed". Status values of a Case could also determine a Service Level Agreement or an autoflow rule. Let's see how you determine the statuses that you need for your Cases.
Statuses Organized in Schemas Underlie Case Management
Statuses and Status Schema are fundamental to the correct execution of Case Management. Status is one of the stages of the service support process in an organization's business workflow. The status schema is the collection of statuses that make up the support process. There can be different support processes, including one for customers and one for employees.
For example, organizations can maintain different status schemas depending on:
- The customer segment, so they can have one schema for the B2B segment and one for the B2C segment and,
- The type of service or product that they offer.
The initial stage, or status, of a status schema is set by default to Open and it is usually changed manually to "In process" by the Service Agent as soon as the Case is picked up from the list of pending Cases.
In the All Case Worklist app represented in the picture, the following standard charts for Cases are available:
- Cases by Source/Channel.
- Cases by Priority.
- Cases by Category.
Where Can the Service Agent Maintain the Status of a Case?
The Service Agent maintains the status of a Case from the Case left pane by clicking on the edit pencil. The change is automatically saved.
Statuses and Service Level Determination Rules for Cases
Statuses can be used as possible parameters for determining the Service Level in Cases.
Statuses and Autoflow Rules for Cases
Statuses can be used as parameters in Autoflow rules, for example, for sending email notification to Customers when the status is set to Customer Action.
Determine the Statuses Needed for Cases
Once the Status Schema for Cases has been defined, administrators can assign the Schema to Case Types in Cases Settings.