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 Closed status, an Unable to Reproduce substatus indicates that the agent could not reproduce the reported problem.

An agent who is closing a case can apply that substatus to the case. Case managers can use the substatus information in reports to determine the volume of cases that could not be reproduced.

If your organization uses the case management for candidate onboarding, then substatuses also provide more granularity to the Open and Close status of a case. You can use the substatus to trigger automation that creates cases or moves job applications automatically through workflow steps in Talent Acquisition.

Note: Substatuses are shared between employee and job application cases.

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

See Setting default case substatus values for standard field sets.

  1. Select Administration > Setup.
  2. In the Primary pane, click Configurable Lists & Sets.
  3. Click Substatuses.
  4. To add an open or close substatus, click Create.
    To configure an existing substatus, click the field to edit it and specify your changes.
  5. 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.
    Active
    Select Yes to make the substatus available in the system.
  6. Click Save.