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