Custom Case action status in a CSM case

[Awantika verma]

Hi All,

I got a requirement in my project where customer wants a custom action status block by vendor and it will be shown when the case is in awaiting info and pending with vendor. Please help me in getting solution

[Rajesh Mushke]

Hi @Awantika verma,

Your question is not clear, can you elaborate more and share the screen shot if possible. 

If your question is to show the custom action status block by vendor field based on case state then create UI Policy by following the below steps:

1). UI Policy condition case state is  awaiting info OR pending with vendor

2). Create a UI policy action to make it mandatory for custom action status block by vendor 

[Awantika verma]

Hi Rajashekar ,

I attached one screenshot for your reference , in my project I got requirement 

1. Need to add new State  pending option: “Pending with Customer” 
1. agent will select this state manually.
2. This State will be available to the user to select when case will be in Status “Awaiting Info”
3. Action status will be “Blocked by customer”
4. Case will never go in this state Automatic.
2. Need to add new Action status: “Blocked by vendor”.
1. It will come when Case status will be “Pending with Customer” Vendor,How to modify action status

[Awantika verma]

Using UI policy I configured pending with option when case is in awaiting info with customer but how to work for action status which is out of box feature of service now

[Awantika verma]

We have four options  available when case is in awaiting info  and pending with 1. Vendor, Business, Internally, Customer for each , action status is needed and it will remain till that case is on awaiting info option.