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Case Properties

Case Types and Subtypes

All cases have a type. The case type is what links the form used to raise the case with a case configuration.

Case Status

Cases have four default statuses, but you can add as many as you need to track your case's progress.

Case Stages

Stages give formal structure to the progress of a case.

SLAs and Escalations

SLAs and reminders about them are set up in the case configuration and may be changed by the case manager.

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