Set up case statuses
You can manage the statuses of cases in Creatio using the Case statuses lookup. The Case statuses lookup functions:
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Create a list of possible states of service cases, e.g., “New,” “In progress,” “Closed,” etc.
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Set the final state, from which a case cannot transition to other states.
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Set states indicating that a case has been resolved.
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Set states that pause the case processing.
The setup procedure is as follows:
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Open the system designer by clicking the
button. -
Go to the System setup block → open Lookups section.
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Open the contents of the Case statuses lookup.
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Edit the properties of case statues directly in the list.
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Click
and go to additional parameters and conditions for going from one state to another.
The lookup fields are as follows:
Parameter | Value |
|---|---|
Name | Case status name, that is displayed in the Status field, for example, “In progress“. |
Description | Additional information about the case status, that cannot be specified in other fields. |
Is final | Indicates that cases in this status have finished processing. By default, the final statuses are “Cancelled” and “Closed”. Closed or cancelled cases cannot be assigned any other statuses. |
Is resolved | Indicates that a solution or an answer has been sent to the user. By default this checkbox is selected for the “Resolved” status. If a case is assigned this status, the timer for the resolution deadline stops. |
Is paused | Indicates that cases in this status are suspended for some reason, usually because a response or an action from the user is expected. By default, this checkbox is selected for the “Pending” status. The resolution timer is paused for cases that have this status. |
Default closure code | If the status is final after the case is is set to this status the code from the column is set in the Reason for closing field on the case page. |
The lookup contents will be used on the case page.