Adding and configuring closed case substatuses

A closed substatus provides more specific information about the status of a closed case than is communicated with the primary case status of closed. For example, 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 closed cases, then you can add and configure a default status when a case is closed. If multiple substatuses have been configured, then an agent closing a case can choose a substatus on the Close Case form.

  1. Login as CM setup administrator.
  2. Select Administration > Case Management Admin.
  3. Click Configurable Lists.
  4. Click Closed Substatuses.
  5. To configure a substatus, click the substatus and modify the information in the fields.
  6. To add a substatus, click Add Substatus and specify this information:
    This value does not display to end users. If your system is set up for multiple languages, then the best practice is to use an English word here and then use that same English word as the code for each translation.
    Type the name of the substatus. This is the value that is available in the Substatus list on the Close Case form.
    Type the number that corresponds to the item’s order in the list. Changes to the order are shown when you refresh the list.
    Select the locale. The locale includes language and country.
    Set the visibility of the value in the list. Select No to show the value or Yes to hide the value.
  7. Click Add or Update.