Case Status | Description |
![]() | When a case is created, the status is set to New. |
![]() | When a case is assigned or claimed, the status is set to Open. |
![]() | If more information is needed to work on a case, the status is set to Pending to remove the case from the current case list. |
![]() | When the case work is completed, the status is set to Resolved. The customer is asked for approval. |
![]() | When waiting for customer input, the status is set to Waiting for customer input. |
![]() | When the customer has responded, the status is set to Customer input received. |
![]() | When the customer approved, the status is set to Closed. |
![]() | When the customer rejected, the status is set to Reopen. |
![]() | When two cases are merged, the status is set to Merged. |
![]() | The case status is unknown. |
To... | Do... |
Search for case ID | 1. Click ![]() 2. Enter a case ID in the Enter a Case ID field. 3. Click ![]() |
Filter the list by keylinks | ![]() ![]() |
Navigate back to Work Stream | Click the arrow in the upper left corner. |
Navigate to the Case Details panel | Select a case instance. |