Case process flow formatter

  • Rversion finale: Australia
  • Mis à jour 12 mars 2026
  • 1 minute de lecture

    • The process flow formatter provides a graphical summary of the stages of a customer service case.

    The process flow formatter is available in the platform interface when you select the Customer Self Service view.

    Figure 1. Process flow formatter
    Process flow formatter displaying Resolved as the current state of the case in the Case form.

    The process flow formatter appears at the top of the Case form. It highlights the current state of the case and checks off the states through which the case has passed.

    By default, the process flow formatter displays the following states:
    • New
    • Open
    • Resolved
    • Closed