Service Creatio, enterprise edition
This documentation is valid for Creatio version 7.16.0. We recommend using the newest version of Creatio documentation.

How to diagnose and resolve a case

"Case diagnostics and resolution" sub-process launches when the following conditions are met:

  • A customer support agent has been assigned to a case. The case status is "New" or "In progress."

  • The status of an inactive case has been changed to "New," "In progress" or "Reopened." The case [Assignee] field has been populated.

  • An incident has been escalated to a helpdesk employee.

A task is created for the customer support agent. When a case is changed by the agent, the task is closed according to the following rules:

  • When a case is resolved, the task is closed with the "Solution found" result.

  • If an employee cancels an incident, its stage is changed to “Canceled,” the task status changes to “Canceled” with the same result.

  • If an agent placed a case on hold, the task changes its status to "Closed" with the "Additional information required" result.

  • When values in the assignee/assignees group fields change, the task connected to the case changes its status to "Closed" with the "Escalation required" result. The sub-process can run multiple times.

See also

Case page

The service agreement page

Customer satisfaction (CSAT)

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