Blog - Case Status

Case Status

May5

Written by:Kbase QB
5/5/2010 11:01 AM

Each step in case resolution process changes the case status. Below is a list of each case status and the action that sets the status.
Case managers can create workflows to be triggered when the case status is change (in the “start when” option of the workflow select “Record Status changes”)

Action	Case Status
New Case created	No scheduled jobs
New Remote Job created	Assigned Remote
Remote Job started	In Progress - Remote
Remote Job completed	Completed - Remote
New Helpdesk Job created	Assigned helpdesk
Helpdesk Job started	In Progress - Helpdesk
Helpdesk Job completed	Completed - Helpdesk
New Inhouse Job created	Assigned Inhouse
Inhouse Job started	In Progress - Inhouse
Inhouse Job completed	Completed - Inhouse
New Onsite Job created	Assign - Onsite Not Scheduled
"Dispatch" button in Onsite Job is clicked	Onsite Scheduled
"Job Card Entry" button in Onsite Job is clicked	Onsite - Job Card Printed
Onsite Job completed	Completed - Onsite

Case status changes by email confirmation of onsite visit
When "Customer confirmation required" is selected & "Schedule" button clicked	Onsite - Customer Confirmed
When customer does not confirm onsite visit (activated by web service)	Onsite Customer Declined Visit

Case status changes when Pending Job is created
When Pending Type=Customer	Customer Pending
When Pending Type=Vendor	Vendor Pending
When Pending Type=Third Party	Third Party Pending
When Pending Job is completed case status is updated
When Helpdesk Job created the Pending Job	In progress - Helpdesk
When Remote Job created the Pending Job	In progress - Remote
When Inhouse Job created the Pending Job	In progress - Inhouse
When Onsite Job created the Pending Job	In progress - Onsite
When Case "Close Job" button is clicked	Ready for billing
When the last job is billed	Ready for sign off
When "Close case" button is clicked	Problem solved
Workflow based status change	Neglected

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1 comment(s) so far...

Re: Case Status
Excellent article gideon thanks

By Stephan Jenner on 5/5/2010 11:14 AM