Case State Descriptions

[Sara DeBevoise]

Hello,

We are looking for some standard or recommended descriptions/definitions for the following states:

Requested

Assigned

Pending

Closed Incomplete

Is there a resource available with descriptions of the different case states? I found some descriptions for a few states within the product documentation, but not for these specific states. 

Thank you!!

[Max Dore]

Where are you seeing these states? In HR Case Management OOB some of those States don't exists.

[Sara DeBevoise]

Hi Max,

These are the case states we see on our tickets/cases: 

[Max Dore]

When you look at these choices from the sys_choice table list, are they new choices or oob choices that have just been relabeled? 

If they are new choices, then your question should be directed to your internal team as they would be custom. If they are oob choices that have been relabeled, then you should be able to see what it originally was and look at those in the docs, however, because they would have been altered, the original description/purpose may not be applicable anymore.

[Sara DeBevoise]

Hi Max,

How do I know by looking at that list if they are new or OOB/relabeled? When I click the label itself It doesn't give me any additional information. Thanks!