Setting default case substatus values for standard field sets

If case substatuses have been configured for your organization, then you can set default values. The default statuses that you set here are the default statuses on case forms.

  1. Click Configurable Lists & Sets.
  2. Click Standard Field Sets.
  3. Double-click a standard field set.
  4. Click Substatus Settings.
  5. In the Service Center area, specify this information:
    Display
    Select this setting to show substatuses on the case form
    Required To Save
    Specify the requirements for saving the substatus on the case form.
  6. In the Self-Service area, specify the service center user type who can change the substatus on the case form.
  7. In the Default Value area, specify this information:
    Open
    Specify the default substatus for cases with the status of Open.
    Reopen
    Specify the default substatus for cases with the status of Reopened..
    Closed
    Specify the default substatus for cases with the status of Closed.
  8. Click Save.