Case life cycle workflow

When a case is processed, it can change the lifecycle status before it is resolved.

Initially, when a case is created manually, it is by default in Draft status, and when it is created automatically—it is by default in Assigned status.

Case can be resolved in one of tree ways:

  • Resolved—when the work was done on the case
  • Closed—when the work was done on the case and an HR agent does not need to do any other work related to the case, such as review the survey results, etc.
  • Cancelled—when no work was done on the case, or the case is invalid, and was incorrectly submitted. 

Cases can be resolved in one of the following statuses: Resolved, Closed, and Cancelled. The default lifecycle can be modified in the System Settings console.

The following diagram explains a lifecycle of a case:

Related topics

Configuring-forms-and-modules

Overview-of-cases-generation

Case requester and a user on behalf of whom the case was created receive email notifications when a case:

  • Is submitted
  • Is resolved.

HR agents belonging to the assigned group of the case receive notifications when a case is created.

HR assignees receive notifications when cases are assigned to them. If a case is reassigned to another HR agent, both assignees (the previous and a new assignee) receive notifications.

 

 

 

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