Case Workflows

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Case Status Stages

Cases can be in one of three main stages:

1. New: Recently created cases requiring initial triage
2. InProgress: Cases actively being worked on
3. Closed: Resolved or completed cases

![Case Status Flow] Diagram showing the progression of cases through different status stages

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Customizable Status Labels

Within each stage, organizations can create custom status labels:

• New Stage: Initial Triage, Pending Review, etc.
• InProgress Stage: Investigating, Waiting for Response, etc.
• Closed Stage: Resolved, False Positive, etc.

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Status Properties

Each status has the following properties:

• Label: Display name for the status
• Color: Visual indicator for the status
• Stage: Associated workflow stage
• Can Delete: Whether the status can be removed
• Value: Unique identifier for the status

![Status Management] Screenshot of the status management interface in settings

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Workflow Automation

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Triggers

Workflows can be automated based on various triggers:

• CaseCreated: When a new case is created
• CaseUpdated: When case properties are modified
• CaseDeleted: When a case is removed

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Actions

Automated actions can include:

• Status changes
• Assignment updates
• Notification generation
• Integration with external systems
• Custom script execution

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Status Transitions

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Manual Transitions

Users can manually change case status based on their permissions:

• From the case detail view
• Through bulk actions in the case list
• Via the API

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Automated Transitions

Status can change automatically based on:

• Time-based rules
• Alert updates
• External system triggers
• Workflow automation rules

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Permissions and Roles

Status management is controlled by user permissions:

• caseUpdate: Required to change case status
• caseCreate: Needed to set initial status
• caseDelete: Required for certain status transitions

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Workflow Analytics

Track and analyze your case workflows:

• Time in each status
• Common transition patterns
• Bottlenecks and delays
• Team performance metrics

![Workflow Analytics] Screenshot showing workflow analytics dashboard

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Best Practices

1. Status Clarity: Use clear, descriptive status names
2. Color Coding: Choose distinct colors for different stages
3. Automation: Automate routine status changes
4. Metrics: Monitor time spent in each status
5. Documentation: Maintain clear status transition guidelines

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Configuration

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Adding New Status

1. Navigate to Case Status settings
2. Click “Add Status”
3. Configure properties:
   • Label
   • Stage
   • Color
   • Value
4. Save changes

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Modifying Workflows

1. Access Workflow settings
2. Create or edit workflow rules
3. Define triggers and actions
4. Test workflow automation
5. Deploy changes

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Integration

Workflow status can integrate with:

• External ticketing systems
• SIEM platforms
• Communication tools
• Custom applications

For more information on working with cases, see Working with Cases.