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Creating a primary stage

Updated on May 11, 2022

Represent main phases of your business process by creating primary stages in a case life cycle. By creating stages, you can ensure that your work is divided into logical phases, so that you can track and resolve the tasks more conveniently.

Primary stages visualize the main phases of your business process. For example, for a Review job application case type, you can create stages, such as Submission, Application review, Decision, and Job offer.
Before you begin: Define a case type. For more information, see Creating a top-level case type. When you create a new case type, the system automatically creates the first stage, which is the Create stage. For more information, see The Create stage.
  1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
  2. On the Workflow tab, click Life cycle.
  3. In the Case life cycle section, click Stage, and then enter a unique name in the text box.
    By default, the system creates a stage for each case life cycle that you define.
  4. In the Stage property pane, on the General tab, define the transition after this stage is complete:
    • To move to the next stage, select Automatically move to next stage.
    • To let the customer service representative decide which stage the case enters, select Wait for a user action.
    • To close the case, select Resolve the case, and then define the resolution status and options.
  5. Click Save.
Result: The following figure shows a case type with four empty stages. A green bar marks the Create stage, and a red bar marks the resolution stage:
Stages in a case type
A case type with four empty stages to populate.
At run time, a breadcrumb navigation of a case displays names that you associate with the stages, as shown in the following figure:
Case breadcrumb navigation
Names of stages in a breadcrumb navigation of a case.
What to do next: Organize work within stages by adding processes. For more information, see Processes in a case life cycle.
  • Previous topic Technical considerations for the Create stage in existing case types
  • Next topic Creating an alternate stage

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