Setting Up Activity Rules

Access the Case Provider Group Status Revisions form.

Last Status

Enter a code that specifies the status of a case.

Next Status

Enter an active customer issue status. This is used as default status when a user activates a customer issue.

If you consider the last status that you enter to be a closed case, leave this field blank. If the Next Status field is blank, the system treats the case as closed. If you want to be able to reopen a closed case, enter the Open status in one of the Other status fields.

Protect History

Enter a code that specifies whether you can change a case that has a particular status.

Auto Update

Enter a code that specifies whether the system can update a case that has a particular status.

Time Entry

Enter a code that specifies whether the system displays a time entry form for a particular status.

Failure Analysis

Enter a code that specifies whether the system displays a failure analysis form for a particular status.