Adding and configuring closed case substatuses

A closed case substatus provides more specific information about the status of a closed case. For example, a substatus of Unable To Reproduce indicates that the agent could not reproduce the reported problem in a case. An agent can apply the substatus when closing the case, and service center managers can use this data to track how many cases could not be reproduced.

If substatuses are enabled, you can set a default substatus for closed cases. When multiple substatuses are available, agents can select one on the Close Case form.

  1. Log in 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:
    Code
    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.
    Name
    Type the name of the substatus. This is the value that is available in the Substatus list on the Close Case form.
    Order
    Type the number that corresponds to the item’s order in the list. Changes to the order are shown when you refresh the list.
    Locale
    Select the locale. The locale includes language and country.
    Hide
    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.