How to change case status

Before you start

• The status can only be changed when you are working on a case as the case manager, it can't be updated via the case search
• Statuses are set up in the case configuration

Steps to change the status 

1. Open the case.
2. On the Case details tab, click "Change status"
   

3. Pick a new status from the list.
   

4. Click "Update status" to save your changes.
   

Result

Changing a status:

• Adds a public note to the case history
• May send an email to the user if you have a "Status updated" template set up. This is not a standard template and needs to be created manually