Service Cases (Settings)

Service Cases (Settings)

Two parts of Service Cases are customizable: Statuses and Categories.

Statuses

Statuses can be fully customized. You can:

• Rename a status (this renames all uses of it).
• Delete a status (you can’t delete one currently in use by a case).
• Reorder the status drop-down to change the natural lifecycle of a case.
• Toggle a status as CLOSED or NOT CLOSED.
• Create new statuses for additional lifecycle states.

CLOSED vs. NOT CLOSED

A CLOSED status indicates no further work will be done. It doesn’t have to be named “Closed” and doesn’t have to mean the work was completed. You may want more than one CLOSED status, for example: Completed, Partially Completed, Rejected, Not technically possible, or Not administratively approved.

Categories

Categories can be fully customized. You can:

• Rename a category (this renames all uses of it).
• Delete a category (you can’t delete one currently in use).
• Create new categories for additional types of work.

Every Service Case has exactly one status. Unlike a status, a case doesn’t have to have a category — and it can have more than one, indicating it covers multiple categories of work.

Common Questions

Can I rename a status or category?
Yes — renaming updates every case that uses it.

Why can’t I delete a status?
It’s in use by at least one Service Case. Reassign those cases first.

Can a case have multiple categories?
Yes. A case always has exactly one status but can have zero or several categories.

Does CLOSED have to mean “completed”?
No. A CLOSED status just means no more work will be done; you can have several CLOSED statuses with different meanings.