OVERVIEW

All Reporting Services are designed with a unique workflow that is most commonly used to provide and complete the service. Checkpoints in the form of Case Statuses are utilised to identify tasks that have been completed as part of the service. 

This article covers interactions that can be made with Case Statuses.

Whilst not mandatory to follow the designed workflow, Case Statuses and tasks from the workflow are intended to be completed from left to right.

LOCATION

The (current) Case Status for a service/case can be found in the following areas:

• Reporting Services -> table column Case Status (Search Results)
  • Click on the current Case Status (text) to view the full Case Status history
• Within the case (top of the page)
  • Click on the chevron to expand and view the full Case Status history

DISPLAY

(General) Workflow Order

Case Statuses are split into sub-categories, and generally update in the following sequence (based on intended workflow):

• top to bottom within a sub-category
• left to right per sub-category column

Completed Case Status

When a Case Status is completed, the status's checkbox/radio button turns blue. The Case Status also includes the date of when the task was completed and the user that updated the status.

Current Case Status

The current Case Status is represented by the status with green text.

WHEN DOES THE CASE STATUS UPDATE?

The Case Status is updated when the case section's status bar is marked with a ticked checkbox converted from grey to green.

Note: Case Statuses are automatically updated when certain criteria within the case section is fulfilled. (e.g. status Paperwork Sent to Specialist is automatically ticked after the provider ticks the checkbox to send the paperwork email to the specialist)

HOW TO MANUALLY UPDATE THE CURRENT CASE STATUS?

Note: You can only manually update the current Case Status if you are changing to a completed status.

1. Open the service's Case Status (full history).
2. Click on the Case Status you want to switch to.
3. Confirm the intended change and the new current status will be updated (green text).