Set case categories and statuses¶
What this is for¶
Name the buckets and pipeline stages technicians pick when they open a case.
Concepts¶
Service System under Company Settings. Tabs: Case Categories and Case Statuses.
Signup created General Cases. That row has no switch and no pencil. Add a New Case Categories is the add dialog (awkward plural — that is the title). Category Name is required; parent Category is optional.
Case Statuses: plus tooltip Add New Status, dialog Add a Case Status. Case Status Name, optional Case Status Color, Is Active. On the list, Is Active is Yes / No. Default statuses have no switch and no pencil. Others: Click to change status and a pencil.
Configuration Tasks: Review Service Case categories. Add as needed and Review Service Case statuses. Add as needed.
Before you start¶
- You can open Company Settings.
- You know how you classify work (for example hardware vs billing) and which statuses mean “still working”.
Steps¶
Categories¶
- Click the gear. Open Service System, or click Review Service Case categories. Add as needed.
- Stay on Case Categories. Click the plus (Add Case Category).
- In Add a New Case Categories, enter Category Name. Optional parent Category. Click Add.
- Tick the Configuration Task when the list is enough.
Statuses¶
- Open Case Statuses, or Review Service Case statuses. Add as needed.
- Click the plus (Add New Status).
- In Add a Case Status, enter Case Status Name, optional color, Is Active if this status is an open state. Click Add.
- Tick that Configuration Task.
What happens next¶
Open a case — Category and status come from these lists.
If something looks wrong¶
- General Cases has no pencil. Leave it; add another category if you need a new name.
- A status never shows as open work. Is Active is No.
- No pencil on a status. It is a default status; add another instead of changing that row.