5.1 Mapping Actions to Statuses

When you map Case Statuses to an Action, then that action is only available when a case is in the mapped statuses.

To map the Action to a Status, follow these steps:

1. Navigate to the Case Actions/Statuses page.
2. Select the Actions Mapping tab.
3. Select the Action from the Select Non-Status Changing Case Action drop-down list. The Selected Statuses list is updated with all the available statuses.
4. Select the Status from the Available Statuses list and move to the Selected Statuses list. You can move multiple statuses at once by using either the Ctrl or Shift button and selecting multiple (or all) statuses from the Available Statuses list and clicking Select . You can move all statuses by clicking Select All .
5. Click Save. A confirmation message is displayed: Saved Successfully.
6. Click Reset to discards the data entered by you and resets the contents to their original state. Saved changes cannot be reset using this option. This is applicable only when you are editing and want to reset the data.