How to set up case statuses

Before you start

• The statuses 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 statuses

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

2. Open the "Status" section.
   

3. Cases always have a "New", "End" and "Escalated" status. You can rename these using the edit buttons. "New" is only used briefly while Case Management prepares the case. Cases automatically transition to your first in progress status, which we recommend calling "Open". You can add as many in progress statuses as you need.
   

4. To add a new status, press "Add a new in progress status", enter values, then press "Add to list".
   
   
   All statuses have an optional "description" field. If this is left blank, the status 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 Status article describes case status in more detail. There's also a How to change case status article.