What is the Update Case Status step?

Update Case Status is a Workflow Action step that updates a case’s status.

Cases are Persona products that collect together data on an end user to allow for manual investigation and decisioning on. Your organization may need to investigate this user for a variety of reasons:

• Onboarding: Should this user be allowed to onboard to the platform?
• Account takeover investigation: If a user is claiming that their account has been taken over, is there enough information to validate their claim?
• Fraudulent activity: Are there suspicious signals associated with this user that require further action (e.g. account freezing, sending a follow-up inquiry for verification, etc.)?
• Transaction monitoring review: Are there suspicious transactions associated with this user that require further investigation?

Possible case statuses

Default possible cases statuses are:

• Open: The case is ready for investigation.
• Pending: The case is awaiting further action or information.
• Approved: The case has been reviewed and approved.
• Declined: The case has been reviewed and declined

Custom statuses

Additionally, your organization can customize these statuses for more complex case management processes. This customization allows for tracking specific states within a process, coordinating reviews between teams, and reflecting the steps in a review process.

How do you add an Update Case Status step?

1. Navigate to the Dashboard, and click on Workflows > All Workflows.
2. Find and click on the workflow you want to edit, or Create a new workflow.
3. Click on + when hovering over a circle to add an Action.

4. Use the Find Action select box to click on Case > Update Case Status.
5. Click the Case box to choose the target case.
6. Click the Status box to set the new status.
7. (Optional) In ‘Advanced Configuration’, click the Continue on error box if you want the workflow to continue running even if this step raises an error.
8. Close the step. You’ll have to Save and Publish the workflow to begin using it.

Plans Explained

Update Case Status step by plan

Learn more about pricing and plans.

Learn more

Learn more about Cases here.