How to set up reassign, escalation and close reasons

Before you start

• The options that can be picked when a case is reassigned, escalated or closed are set up in your case configuration
• Case configuration is normally only available to staff members with administrator access

Reassign and escalate

1. Find your case type in the list and press "Configure".
   

2. Open the "Reasons" section.
   

3. Set the reassignment and escalation reasons. These will appear as options in the drop-downs when you are working on a case. Options should be separated by semicolons.
   
   
   Save your changes.

Close

1. The reasons for closing a case are set in the "Closure Reasons" section.
   

2. In this section you can create reasons for closing a case, and set the email template that will be used to notify the person who raised the case.
   
   
   This is how the options above appear in Case Management.
   

3. Click "Add new closure reason" to create a new option and email template, or press "Edit" next to an existing one.
4. Enter values for your close reason, then click "Add to list".
   
   
   All reasons have an optional "description" field. If this is left blank, the name will be used throughout Case Management. If you do enter a description it will appear on any user facing forms, in place of the name. This functionality is primarily aimed at multi-language sites so the description can include internationalisation tokens.
5. You can pick an existing email template, or create a new one.
   

6. Creating a new template loads fields for the name, subject and body.
   

7. You can control the order the options appear in the close case drop-down using the arrows.
   

8. Save your changes.