Buttons Are Used To Transition A Case From Status To Status

When a case is displayed on Case - Main, a separate button is shown for each state into which the case can be transitioned. For example, a high-bill complaint case that is in the Lodged state would show two buttons: Start Investigation and Cancel. If the user presses the Start Investigation button, the case is transitioned to the Preliminary Investigation state. If the user presses the Cancel button, the case is moved to the Canceled state.

You may define the text displayed on the button differently for each state transition. This allows the action description to be varied according to the previous status. For example, the button to transition from New to Active may be labeled Activate, but the button to change from Closed to Active may be labeled Reactivate.

Refer to Which Users Can Transition A Case for instructions describing how to restrict users to specific actions.