Which Users Can Transition A Case Into A State

If you have restricted access to a case type, you can further restrict which user groups are allowed to transition a case into specific states. For example, you can control which user group can transition a high bill complaint into the Preliminary Investigation state. The following points describe how this is done:

• Define actions on the application service defined on the case type. You must define an action for each status that you need to secure.
• Define each status's corresponding action. Note, you only need to link a status to an action if it's secured. Any user with access to the case type can perform statuses that aren't linked to actions.
• Define the transition role for each status's valid next status. You can assign valid next statuses to be reachable via system (only), or system and user.
• Define which user groups have access to the actions (i.e., statuses). In addition, these user groups should have access to the Change action.