About topic states

To create a structured workflow for processing topics, each topic workflow configuration defines the workflow states that can be assigned to a topic. For each workflow state, the next possible state or states that can be assigned are also defined.

For example, the sample topic workflow configuration includes workflow states of Init (Initial), Assigned, Escalated, and Closed for topics. When a topic is in the Init state, it can move to any of the other three states. When it is in the Assigned state, the next possible states are Escalated or Closed.

The illustration shows the workflow supported by these states.

Note:

Each topic workflow configuration also defines a separate set of workflow states that can be assigned to the actions for a topic. See Action states for more information. The illustration shows the workflow supported by these states.