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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.