Defining an alternate stage in a life cycle

You can use an alternate stage to define an out-of-sequence event in the life cycle of a case. By using alternate stages, you can separate expected behavior from exceptions in your application.

  1. In the navigation panel, click Case types, and then click the name of a case type.
  2. On the Workflow tab, click Life cycle.
  3. Click + Alternate stage , and enter a unique name in the text box that is displayed.
    Tip: To convert a primary stage to an alternate stage, select Set as alternate stage from the menu next to the stage name.
  4. Optional: To change the way that a case moves from the stage, click a transition method on the General tab.
    • Wait for a user action — Transitions a case to a different stage in the sequence, as specified by the user at run time.

    • Resolve the case — Closes the case after all processes in this stage are completed.

      This option does not allow the case to enter any subsequent stages unless a user manually reopens the case.

  5. If you select Resolve the case as a transition method, provide more information.
    1. In the Resolution status field, press the Down Arrow key and select a status to assign to the case.

    2. Optional: To close assignments that are open when the case is resolved, select the Delete open assignment upon resolution check box.
  6. Click Save.

You can test your stage by creating a case and processing it.