Case Stages

Stages give formal structure to the progress of a case. They are most commonly used in cases dealing with complaints, but could be applied to any case type.

Configuring Stages

Stages are set up in the case configuration. You can add as many as you need for your case type.

The stage name appears in the details page of the case manager interface, the description in the case history.

Using Stages

A stage is not set automatically when a case is raised, but the case manager can set the stage via the case actions.

The button will only appear if stages have been configured.

Stages and stage changes are added to the "reporting" History Records so it's possible to see how long cases spent at each stage and at what stage they were closed.