Adding and configuring open case substatuses

An open case substatus provides more specific information about the status of an open case than is communicated with the primary case status of open. If you are using substatuses for open cases, then you can add and configure a default status. If multiple substatuses have been configured, then an agent opening or reopening a case can choose a substatus on the Open Case form.

  1. Login as CM setup administrator.
  2. Select Administration > Case Management Admin.
  3. Click Configurable Lists.
  4. Click Open 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.
    The value that is available in the Substatus list on the case form.
    Type the number that corresponds to the item’s order in the menu. 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 menu. Select No to show the value or Yes to hide the value.
  7. Click Add or Update.