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How to set up case stages

This guide will show you how create the case stages that can be assigned to a case. Stages are optional. They can be useful for reporting purposes. If you don't create any stages, the button to set a case's stage won't appear in Case Management.

Before you start

  • The stages you can assign to a case are set up in your case configuration
  • Case configuration is normally only available to staff members with administrator access

Steps to set up case stages

  1. Find your case type in the list and press "Configure".
    List of Case Types
  2. Open the "Stages" section.
    Stages Config
  3. To add a new stage, press "Add new stage".
    Add New Stage
  4. Enter values for your stage, then press "Add/update".
    Stage Name

    All stages have an optional "description" field. If this is left blank, the stage 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. Save your changes.

Further Reading

The Stages article describes case stages in more detail.

Last modified on 30 April 2026