1. Support Management
  2. Issue Management
  3. Creating an Issue External Status

Creating an Issue External Status

Issue external statuses define the stages in an issue's progression in a manner that you want to display to customers. Customers can view issue records associated with cases they have submitted in the Customer Center.

Each external status is linked to a base external status. Customers can choose to be sent an email notification when the base status of an issue changes.

External statuses must be linked to an internal status to display to customers. When an issue changes status internally, the linked external status shows to customers.

To create a new external status:

  1. Go to Issues > Setup > Issue External Statuses.

  2. In the bottom line of the list, in the Name column, enter a name for your new external status. This name will show to customers in the Customer Center when you select the corresponding internal status on an issue record.

    Associate internal statuses with external statuses at Issues > Setup > Issue Statuses.

  3. In the Base Status column, select the base status that should be associated with this external status. External statuses can only be associated with internal statuses that share the same base status.

  4. In the Description column, enter a brief definition of issues that meet this status.

  5. Click Add.

  6. Click Save.

You can rearrange issue statuses. Use the Move Up, Move Down, and Move to Top buttons to set their order in the Status field on issue records.

To edit an issue status, click the name of the status to select the line. Edit the text and selections for that status, and then click Done.

To inactivate an issue status, check the Show Inactives box, and click the name of the status. Check the box in the Inactive column, and then click Done.

Related Topics

General Notices