Case statuses

When configuring the add-on Case Management module, case types depend on case statuses and case priorities, so these need to be set up first. This guide explains how to configure your case statuses, which help you track cases effectively so you can see what stage they are at.

• Go to Case Management > Case Management Configuration > Case Statuses
• The screen presented will display the statuses that have been set up

• Click Insert New Record
• Record the status Name and Description
• The selection of a Type is optional so select as required. The Started type is used to indicate the initial status on a newly created case.
• Click Update

• There should be at least one of each type of status (Started, Cancelled and Completed) but most will be statuses that are not marked as any of these types. It is recommended that you have one 'New' status which is generic and can therefore be the 'Started' status for all case types.
• There are generally two options when it comes to setting up your Case Statuses.
  • Option 1 - Prefix your case statuses with the Case Type: eg Disciplinary - Investigation, Disciplinary - Letter Sent, then select only these statuses when attaching them to the Case Type.
  • Option 2 - Keep your statuses generic so that you can use them for multiple case types.
• There is no right and wrong way to set this up. You will need to consider the balance between updating case statuses too often and making colleagues aware of where the case is in the lifecycle by referring to the case status.

Related articles

• Case priorities
• Case types