Overview
Case statuses mirror your review process. Each Case template has its own statuses, so a Case’s status flow reflects the way your team operates. You can use the default statuses or create your own, and run analytics against them to see how Cases are distributed and where bottlenecks occur.
Statuses are configured in the Statuses panel of the Case template editor. The same panel controls which status changes are allowed and what must be true before a Case can move, as described in Case Status Rules and Case Locking.
When to use custom statuses
While Cases come with default statuses, you may want custom statuses that map to your exact workflow. Common uses include:
- Tracking stages within your operational process
- E.g. New request → Transfer initiated → Ready to order → Ordered
- Coordinating review between two manual review teams
- E.g. Open → Approved by Team 1 → Declined by Team 1
- E.g. Open → Approved by Team 1 → Approved by Team 2 / Declined by Team 2
- Reflecting steps in your team’s review process
- E.g. Open → Review in Progress → Awaiting Documentation → Approved or Declined
How to add a custom status
- In the Dashboard, go to Cases > Templates and open the Case template you want to edit.
- In the template editor’s left navigation, select Statuses.
- On the Statuses tab, select Add status. A status named New status is added and opened for editing.
- On the status’s General tab, under Properties, enter a Label and choose a Color. Status labels must be unique.
- Select Resolved status if Cases in this status should be treated as resolved.
- Save the Case template.
To choose which status new Cases start in, and which statuses a Case can move between, see Case Status Rules and Case Locking.
Collect tags when the status changes
You may want to understand why Cases are being approved, declined, or moved to another status. For each status, you can ask reviewers to select tags as the reason for the change.
- On the Statuses tab, select the status and open its Inputs tab.
- Under Tags, turn on Enable tag, then add the tags reviewers can choose from under Tag options.
- Optionally, select Required to require at least one tag before a Case can move to this status, and Multi-select to allow more than one tag. Required is unavailable until you add a tag option.
- Save the Case template.
To collect or require a comment when a Case moves to a status, see Case Status Rules and Case Locking.
Conditionally enable the status selector
You can control when the status selector on a Case is enabled, based on conditions you define. This is useful when reviewers should not change the status until specific criteria are met.
- In the Statuses panel, open the Settings tab.
- Turn on Conditionally enable status selector.
- Define the rule after Enable if by choosing a field, a condition, and a value to test against. Add more conditions if all of them must be true, or use an or group if only one needs to be true.
- Save the Case template.
When the rule passes, reviewers can use the status selector. When it fails, the selector is disabled. This setting controls the status selector in the Dashboard only. It does not block status changes made through the API or Workflows. To enforce requirements on every status change, use transition rules in Case Status Rules and Case Locking.
If the Statuses panel opens but you can’t edit it, the template may be archived, you may not have permission to edit Case templates, or your organization may not have access to status configuration.
Templates that use the earlier status settings
Some Case templates still use the earlier status settings and don’t show Statuses in the template editor’s left navigation. In those templates, configure statuses from the template’s settings instead:
- In the Dashboard, go to Cases > Templates and open the Case template.
- On the top right, select Settings > Advanced.
- In the Statuses section, select Add status. Use Next Status to choose which statuses a Case can move to next.
- To restrict status changes, turn on Enablement below the Statuses section and define a rule after Enable if. When the rule passes, the status selector is enabled. When it fails, the selector is disabled.
- In the Status tags section, choose Tags for each status. Select Allow multi-select to allow more than one tag, and Required to require a tag when a Case moves to that status.
The Status tags section of the earlier settings looks like this:
If you need further assistance, reach out to our support team.