Case Status definition and usage in rule conditions
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General Definitions of Case Status
There are 6 case statuses in Desk.com.
There is a status hierarchy, from least to greatest it is New, Open, Pending, Resolved, Closed, Deleted.
At the time of this writing (10/25/17), there was no capability to modify the status field values, but we do have a feature request for it open with our developers.
Currently, the only way to achieve custom statuses would be to build your own custom list field with these values.
This means the case has not been worked on.
Brand new Cases that come into Desk.com are New. In Next Generation agent they are shown with the blue filled circle icon as shown below:
Once the status changes from New to another status it cannot be changed back.
This means an agent is working on the case.
Once an agent opens the case to work on it, it moves from the New to the Open status. This could also be done with rules. In Next Generation agent they are shown with the blue empty circle icon as shown below:
Open case are cases that are open and waiting for the agent to take an action.
This means that the case is waiting for a response back from the customer.
Once an agent responds to the case, it moves from the Open to the Pending status. This could also be done with rules. In Next Generation agent they are shown with the purple half circle icon as shown below:
There is a setting in Admin->Cases->Agents called “Set to Pending” which controls the behavior for when to set cases to pending. The most commonly used setting is “When Reply is Sent”.
“When Reply is Sent” will automatically set the case to pending when the agent replies.
“When case is edited” will seethe case to pending when the agent edits the case, but not necessarily on a reply.
“No Status Changes” which means that the agent would have to manually set the cases to pending.
There is also a related rule that will be described in the Resolved section below which will reopen the pending cases when he customer replies.
This means the case is finished and a resolution was provided.
Once and agent sends a solution to the customer, the case should be resolved. The actually workflow for this would be subjective to your companies processes and workflows, but generally speaking the agent would respond and set the case to resolved. In Next Generation agent they are shown with the green filled circle with a white checkbox icon as shown below:
But what happens when the customer responds back to a pending or a resolved case? By default Desk.com comes with an inbound interaction rule set up called “Reopen Pending or Resolved Cases”. This inbound rule will set the case status back to open when the customer replies to it. It is recommend that you always leave thistle turned on.
This means that the case is permanently archived and set to read only.
You can only set a case to Closed using a Time rule. You would do this if you want to archive your cases after a certain period of time in a resolved status. With all previous status, if the customer responds, the case will reopen and agents can continue to work on them as normal. With Closed Cases, the case is permanently closed and can never be reopened or edited and there is no “undo” button. So use this with caution and make sure that you never want to edit the case again. A common use case is explained in this article.
In Next Generation agent they are shown with the gray filled circle with a white checkbox icon as shown below:
Please note that you cannot run any actions on cases that are Closed, so even though it is available you should not use this status in rule conditions.
This means that you want the case removed from your site.
Deleted cases are explained in detail in this article.
In Next Generation agent they are shown with the gray filled circle with a white minus sign icon as shown below:
Please note that you cannot run any actions on cases that are Deleted, so even though it is available you should not use this status in rule conditions.
Usage of Case Status in Rule Conditions
To configure a rule to use a specific status, for example “New”, please see this screen shot:
For an example using “Resolved”, please see this screen shot:
To configure multiple statuses within the conditions of a rule such as “Open” or “Pending”, please see this screen shot:
To configure a rule to use all of the non- resolved statuses within the conditions of a rule such as “New” , “Open” or “Pending”, please see this screen shot:
You will also see conditions for “Hours Since..” in Time rules for each status, these are defined in this article.
The explanations of case status and how to use them in rules should help you when setting up your process and workflows.