Defining conditions for skipping a stage

Ensure that cases move to the next stage in the sequence when the current stage is not relevant, by defining the conditions that cause a case to skip a stage. When a customer service representative (CSR) can skip irrelevant stages, a case reaches its resolution faster.

1. In the navigation pane of Dev 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 a stage name.
4. in the case working area, open the Validation tab.
5. In the Stage property panel, on the General tab, define a condition for skipping the stage:

   Choice	Steps
   Never skip a stage	In the Skip stage list, select Never.
   Use a When rule	In the Skip stage list, select When rule. In the text field, press the Down arrow key, and then select a when rule that stores the conditions for skipping the stage.
   Use an existing expression	In the Skip stage list, select Expression. In the text field, press the Down arrow key, and then select an expression that stores the conditions for skipping the stage.

   Note: You cannot skip the last stage in the sequence.
6. Click Save.