Open Settings > Case Statuses. This area requires Full Access and Manage Settings.
Statuses describe a case's lifecycle. They are grouped into New, Open, Complete, and Closed categories.
Create or edit a status
- Select New Status or edit an existing entry.
- Enter its Name, choose a Category and Color, and add Notes.
- Review every behavior flag.
- Save and check the intended workflow on an appropriate case.
Behavior flags
- Monitor Due Date: makes the case's due date part of status-based monitoring.
- Set as Active: makes the status available for normal selection.
- Set as Reopenable: permits the reopening workflow when the user also has its required permissions.
- Set as Read-Only: restricts editing and new work while cases use that status.
- Set as First Status: identifies the initial status used by the workflow.
Order and retirement
Reorder changes dropdown order and the previous/next status controls on case detail. Deletion can be blocked by cases, triggers, or transition references using a status. Deactivate an in-use status when it should stop being selected.
Permissions still apply
Changing status on a case requires Modify Case Status. View Exact Status controls the detailed status interface. A reopenable flag does not grant Reopen Cases or the other permissions needed to create the reopened case instance.