Configuring case substatuses

A substatus provides more specific information about the status of a case than is communicated with the primary case status. For example, for a case with a status of Closed, a substatus of Unable To Reproduce indicates that the agent could not reproduce the problem that was reported in the case. An agent who is closing a case can apply that substatus to the case. Then service center managers can use this information in reports to determine the volume of cases that could not be reproduced.

If you are using substatuses for open cases, then you can configure a default substatus when a case is created. If you are using substatuses for closed cases, then you can configure a default substatus when a case is closed. If multiple substatuses have been configured, then an agent closing a case can choose a substatus on the Case for or on the Close Case form.

See Setting default case substatus values for standard field sets.

  1. Click Configurable Lists & Sets.
  2. Click Substatuses.
  3. To add a substatus, click the Add button. To edit a substatus, click the field that you want to edit.
  4. Specify this information:
    Substatus
    Specify the name of the substatus.
    Description
    Specify a description of the substatus.
    Order
    Specify the order in which the substatus is shown in the list of substatuses.
    Is Default
    Specify a default substatus.
    Active
    Select this setting to make the substatus available in the system.
  5. Click Save.