Case Status
The Case Status is used to categorise the state that a Case is in. This determines which Cases are displayed in the versaSRS Main Window; the Cases to be displayed can be filtered using one or multiple Statuses.
There is business logic associated with each Status ID, this controls the conditions and behaviours of Cases that reside in that state. If changing the names of the Case Status options in System Tables, please be aware that the business logic still applies to the Status. The ID's for each have been included in the below table so that you can always reference which logic applies to your status if the default name has been changed.
The Status labels with a C next to them are part of the "Current" status group that can be selected from the Status drop-down.
| ID & Default Label | Description |
|---|---|
| (1) New C | Automatically gets applied to a new Case that is either logged manually or via email. A new Case will remain in the New status until an Update is made to it. The New Status is part of the 'Current' status group that is displayed in the Main Window by default. |
| (2) Open C | Indicates an unresolved, active Case. The Open Status is part of the 'Current' status group that is displayed in the Main Window by default. |
| (3) Closed | Indicates that a Case has been Closed. Closed Cases are visible if the Status filter on the Main Window is set to Closed or includes Closed as one of the enabled filter options. |
| (4) Pending C | Indicates that a Case is Pending. This is usually used if it is waiting for an internal action or internal feedback. The Pending Status is part of the 'Current' status group that is displayed in the Main Window by default. |
| (5) Stalled | Indicates that a Case is Stalled and the clock stopped. When a Case is placed into the Stalled Status the Due Date is paused and when the Case moves out of the Stalled Status the amount of time that it was Stalled for is added to the Due Date to extend it. This is typically used when the Case is waiting on the external clients response and therefore the time waiting does not effect the SLA. Stalled Cases are visible if the Status filter on the Main Window is set to Stalled or includes Stalled as one of the enabled filter options. |
| (6) Cancelled | Indicates that a Case has been cancelled and is not relevant for the business. versaSRS will not delete any Cases to retain a full audit history so this Status is used for unwanted Cases like Spam or duplicates. Cancelled Cases are visible if the Status filter on the Main Window is set to Cancelled or includes Cancelled as one of the enabled filter options. |
| (7) Re-Opened C | Indicates that a Case has been Re-Opened. A Case will be Re-Opened if it was set to a Status such as 'Closed' and then receives an email update. It will Re-Open the Case so that the email is not missed. For closed Cases the Global Setting of ReOpenClosed can be used to govern if a Closed case should be Re-Opened or not. The Re-Opened Status is part of the 'Current' status group that is displayed in the Main Window by default. |
| (8) Dormant | Indicates that a Case is Dormant and awaiting a logged time to be triggered. A Case logged date can be changed to a future date via File > Properties > Special. This will set the Case to Dormant and will only become Open when the logged date is triggered. Dormant Cases are visible if the Status filter on the Main Window is set to Dormant or includes Dormant as one of the enabled filter options. |
| (9) Archived | Indicates that a Case is Archived. Cases can be Archived with the Archive Tool that is available for purchase. Cases that have been Archived and are in this State will reference an archived database and display limited audit log history. Archived Cases are visible if the Archived filter on the Main Window is set to Archived or includes Archived as one of the enabled filter options. |
A Status for a Case can be changed by doing a Case Update. Please note that not all Statuses are available to be selected by a User doing an update as those are governed by other application logic.
The Status Filter on the Main Window for versaSRS is located in the top right corner as pictured below.
