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Defining a custom case status

Updated on May 11, 2022

Define a custom case status to more precisely communicate the progress that a case makes toward resolution.

  1. In the header of Dev Studio, click ConfigureCase ManagementProcessesStatus Values.
  2. Review the list of case statuses, and ensure that a case status that meets your business needs does not already exist.
  3. Create a field value that defines your custom status by doing the following:
    1. In the header of Dev Studio, click CreateData Model Field Value.
    2. In the Label field, enter the text for the custom status value.

      As a best practice, use one of the following prefixes to support standard reports and maintain continuity in between your custom status and standard status values: New-, Open-, Pending-, or Resolved-. Use only alphanumeric symbols in case statuses.

    3. In the Field Name field, enter pyStatusWork.
      At run time, your application maps a value of the pyStatusWork property with a case status.
    4. In the Context section, select an application layer, applies to class, and ruleset based on how you plan to reuse the status value in your application.
      Tip: If your application supports localization, select a language-specific ruleset for the field value.
    5. Click Create and open.
    6. Optional: To provide a translated value for the custom status value, enter text in the To field of the Field Value form.
    7. Click Save.

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