Understanding case status
The case status field drives the case life cycle. This field allows you to see where the case is at a point in time.
The following screenshot shows the options for case status. These values can be customized for the business use case, as needed:
Figure 7.7: Case Status dropdown in the Details section of a case
As you can see in the preceding screenshot, there are four case status values, as follows:
- New: The default status when a case is created.
- Working: The case is being actively worked on.
- Escalated: The case has been escalated to another department or a manager due to an issue not being resolved in a timely manner, or because of needing a different skillset to resolve the issue.
- Closed: The case has been resolved.
Now that we have created the case and seen how case status works, let’s dig a little deeper into case escalation in the following section.
