A Case Status represents the different stages of a case. The initial status may be determined by the Workflow outcome, but a case status can be changed afterwards manually.
This article will cover the following sections:
Creating a Case Status
Once the desired outcomes are set-up as a case status, you can utilize them in the Workflow and/or updating case status in each case.
There are two locations where a Case Status can be created.
Creating a Case Status: From the Settings
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Go to Settings
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Click into Outcomes
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Create a new outcome by inputting the name and clicking Create.
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Check off the box for the Is Case Status column for any outcome that you would like use as a case status, including configuring the outcome in a Transaction Monitoring Workflow.
Note: All statuses default as an “Opened” case. In order to close a case in the Case Management tool, a status named Close
must be set up as a case status outcome.
Creating a Case Status: From the Workflow
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Go to Workflow
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Click into your Transaction Monitoring Workflow
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Open the Workflow’s Outcomes panel
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Select New Outcome from the outcomes drop-down list
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Type in the new outcome name
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Click chain link icon on any action in the Workflow to create the outcome and link a dependent action to the new outcome
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Once the outcome has been created, follow the steps under “From the Settings” section in this article to enable
Is Case Status
.
For additional information on how to manually update a Case Status or close a case, refer to the article “Managing a Case.”
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