Configuring Automatic Case Status Triggers

Open Settings > Case Statuses. This area requires Full Access and Manage Settings.

Automatic Status Triggers changes a case's status when supported events occur. It is a predefined event system, not a general automation builder.

Supported events

Investigator Assigned
Case Created From Request
First Case Update Added
Activity Scheduled
Activity Completed
All Activities Completed
Report Generated
Invoice Opened
Invoice Sent
All Invoices Paid

Configure a trigger

Find the event you want to use.
Leave No action selected to avoid a status change, or choose a target status.
Enable or disable the configured trigger using its control.
Review the advanced override option and save through the available control.
Verify the resulting status after a controlled occurrence of that event.

Manual changes and read-only cases

By default, triggers do not override manual status changes. Allow override of manual status changes changes that behavior, so enable it only when it matches the intended workflow. Triggers do not fire while the current case status is read-only.

Trigger executions are logged for auditing. If a case did not move, check the trigger's target and enabled state, whether the specific event occurred, and whether manual or read-only restrictions prevented it.