How to diagnose and resolve a case
"Case diagnostics and resolution" sub-process launches when the following conditions are met:
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A customer support agent has been assigned to a case. The case status is "New" or "In progress."
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The status of an inactive case has been changed to "New," "In progress" or "Reopened." The case [Assignee] field has been populated.
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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:
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When a case is resolved, the task is closed with the "Solution found" result.
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If an employee cancels an incident, its stage is changed to “Canceled,” the task status changes to “Canceled” with the same result.
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If an agent placed a case on hold, the task changes its status to "Closed" with the "Additional information required" result.
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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
