Cases Status Flows and Validations

The diagram below represents the possible case statuses and what are the rules that must be followed in order to transfer the case from one stage to another.

Open

Additional remarks:

• The case can transition through multiple statuses at once, but only in the direction marked by the arrows

• It is possible to bypass the rules on the diagram by marking the Bypass Status Restrictions checkbox on a Case (usually it is accessible only by the Administrator)

• To create a Customer Trouble Ticket with a status New you need to fill in Case Origin, Subject, and Service (Account assigns automatically based on selected Service).

• To proceed further from the New Status (except Acknowledged, Rejected, and Pending), you need to select Impact and Urgency.