Defining and applying case statuses

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Defining and applying case statuses

Description Defining case statuses
Version as of 8.4
Application Pega Platform
Capability/Industry Area Case Management

When designing an application, it is important that the status values hold meaning for the business and are not thought of as technical constructs.

Some questions you might ask yourself when choosing status values are as follows:

  • What does the business want to report on while work is in-flight?
  • What about after the fact, when the cases are resolved?
  • How might the business want to group cases by status?
  • What are the major events that would trigger a status change?

The case status should complement the other pieces of data associated with a case, including the stage and the assigned operator or workbasket, in order to provide information that best describes the disposition of the case. Keep in mind that you want to have as many statuses as necessary but no more. A best practice is to have no more than 10 statuses for a given case type. Finally, statuses should be as consistent across case types as possible.

Intentional alphabetic order of case statuses[edit]

Case statuses are typically prefixed with New, Open, Pending, or Resolved. This is intentional and can be very useful when viewing lists of cases and sorting by status. As a best practice, use these four prefixes for your case status values.

The case status prefixes are often followed by a hyphen and a meaningful suffix. For example, Pending-Approval is used to indicate that a case is in a pending status awaiting an approval of some kind. Case status suffixes should indicate a meaningful business context that complements the New, Open, Pending, and Resolved prefixes.

Importance and meaning of the Resolved prefix[edit]

All closed cases should have a status with the Resolved prefix. There are several capabilities in Pega Platform™ that rely on this. For example, there are many reports and other types of case behavior that look for statuses that begin with Resolved to determine if a case is closed. The suffix of a resolved case should indicate its final disposition, for example Resolved-Completed or Resolved-Cancelled.

Related information[edit]

Case status values

Changing case statuses

Defining a custom case status