1. Support Management
  2. Setting Up Case Management
  3. Setting Up Support Checklist
  4. Creating Case Statuses

Creating Case Statuses

You can create custom statuses for your customer support cases. Statuses can be used to communicate how close a case is to being closed or how the case was closed.

The Case Status field appears on case records. If you use online case forms you can choose to either show or hide the Case Status field on the form.

For example, Wolfe Electronics wants to keep cases open until customers confirm that their issue is completely resolved. They edit the In Progress status to Awaiting Customer Reply for cases that need more information. They then create the following new statuses: Repairs Needed, Awaiting Confirmation and Confirmed.

The following case statuses are provided by default, and can be edited:

To create a case status:

  1. Go to Setup > Support > Case Statuses.

  2. In the Case Status field, enter a name for the new status.

    This name appears in the Status field on case records.

  3. In the Insert Before field, select where you would like this status listed in the Status field on case records.

    For example, you may want to arrange statuses in order of how cases are resolved or alphabetically.

  4. In the Stage field, choose whether this status describes cases that are Open, Escalated or Closed.

    Statuses must be associated with a stage.

    For example, you can create an Awaiting Customer Response status for the Open State. This status would denote that support has asked for more information from the customer to resolve the case.

  5. Check the On Hold box if cases with this status should not have time counted against them.

    For example, you are waiting for a reply from a customer or are waiting for a solution from another department. You can use an on hold status to pause the case's time log. This lets you more accurately track the efficiency of a support team.

  6. Check the Show Awaiting Support Reply box if you want this case status to be included in searches and case tracking reports.

  7. If you use the Issue Management feature, check the Auto Close With Issues box. This option automatically closes a case of this status when all attached issues are closed.

    You must also have the Automatically Close With Linked Issues box checked at Setup> Issues > Issue Preferences.

  8. In the Description field, enter a definition of cases that should be assigned this status.

  9. Click Save.

Related Topics

General Notices