How to customize Service Case settings for your organization
There are two primary customizable concepts for Service Cases:
Service Cases Statuses
Statuses can be fully customized. You can:
- Rename a Status (this will rename all uses of the given Status)
- Delete a Status (note: you cannot delete a STATUS that is in use by a Service Case)
- Reorder the drop-down order of Statuses (this allows you to change the "natural" lifecycle of a Service Case)
- Toggle a Status as CLOSED or NOT CLOSED (see below)
- Create New Statuses to represent additional lifecycle states
A note on CLOSED vs. NOT CLOSED Status
A status that is CLOSED is used to indicate that no more work will be done on the Service Case.
A CLOSED status does not have to be named "Closed", and it does not have to mean that work was completed.
It may be relevant for your organization to have more than one CLOSED status. The following are examples of possible CLOSED statuses:
- Completed
- Partially Completed
- Rejected
- Not technically possible
- Not administratively approved
Service Case Categories
Categories can be fully customized. You can:
- Rename a Category (this will rename all uses of the given Category)
- Delete a Category (note: you cannot delete a CATEGORY that is in use by a Service Case)
- Create New Categories to represent additional types of Service Case work
Service Cases always have exactly one STATUS. Unlike a STATUS, Service Cases do not have to have a CATEGORY. Additionally, a Service Case can be associated with more than one CATEGORY (indicating that the Service Case covers multiple CATEGORIES of work.)