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      Create Status Settings in Cases

      Clearly defining the status of cases contributes to better oversight and can act as a trigger for system support in cases

      Background

      A case can have one of four statuses, depending on its stage in the workflow. These statuses are:

      • Registered
      • In progress
      • Resolved
      • Completed
      You can influence three of these statuses in the form under the Settings tab in the right-hand main menu. Any cases that do not match one of these three statuses are automatically assigned the Registered status.

      Note: It is not possible to rename or add additional statuses at this time. The four statuses are fixed and predefined in the system.

      These predefined statuses are designed to create a uniform and consistent handling of cases. The inability to change or add statuses ensures that all users work under the same conditions, maintaining clarity and consistency in communication regarding case statuses.

      Status Settings

      For each status, you can configure:

      • Which fields must be filled in?
      • How many fields?
      • Status Date

      To change the status of a case from Registered, you specify in the form which fields will trigger the status change:

      • Click the None button to open the form where you can select which field(s) will determine the status change.
        • Choose whether it is sufficient for All field to be filled in or if Any fields must be completed for the status to change.
        • Current Date means the current date is set when the case’s status changes. Alternatively, you can select a date field from the form to act as the source for the date of the current status.
      		 status_en

      💬 Example of Usage:

      A case that does not meet any of the three criteria for the statuses In progress, Resolved, or Completed will automatically be assigned the status Registered.

      A newly created case will receive the status In Progress when the responsible person has received and updated the case, as the selected field under In progress is filled in.

      •The case In progress will receive the status Resolved when the responsible person (or another user with access) provides additional input in the case, filling in the selected field under Resolved.

      •The Resolved case will receive the status Closed when the responsible person selects the field set to close the case.

      💬 Status settings are used in several areas, such as: The Send Message Addon, in Field columns in the Query Builder (via metadata), and in the list view in My Cases.

      ❗ Note - Repeating Fields

      We do not recommend using repeating fields as a source to control status changes. The reasons are:

      • The system cannot flexibly adjust status automatically if a new sub-action (from the repeating field) is added, making the logic ineffective.
      • The system assumes that the status criteria are met even when no rows exist.
      • A repeating field can theoretically include “a very large number” of entries, which means the system cannot determine “which of these repeating fields” should be the basis for the status change.
        • Recommendation: Link the status change to a field following the repeating field, which can then be filled in when all repeating fields/actions are completed. For example, use a date field with the title “All Actions Completed”.

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      Last updated: 21 January, 2025