Required Fields Before A Case Enters A State
You can define additional fields (i.e., characteristics) that are required before a case can enter a given state. For example,
• You can indicate a high-bill complaint must reference at least one bill before it enters the Preliminary Investigation state.
• You can indicate a case must reference a cancel reason before it enters the Canceled state.
You do this by indicating that characteristics (that were optional when the case was added) are required when a case enters a given state.