- Go to Setup > Support > Case Statuses.
- In the Case Status field, enter a name for the new status.
- This name appears in the Status field on case records.
- In the Insert Before field, select where you would like this status listed in the Status field on case records.
- For example, you may want to arrange statuses in order of how cases are resolved or alphabetically.
- In the Stage field, choose whether this status describes cases that are Open, Escalated or Closed.
- Statuses must be associated with a stage.
- For example, you can create an Awaiting Customer Response status for the Open State. This status would denote that support has asked for more information from the customer to resolve the case.
- Check the On Hold box if cases with this status should not have time counted against them.
- For example, you are waiting for a reply from a customer or are waiting for a solution from another department. You can use an on hold status to pause the case’s time log. This lets you more accurately track the efficiency of a support team.
- Check the Show Awaiting Support Reply box if you want this case status to be included in searches and case tracking reports.
- If you use the Issue Management feature, check the Auto Close With Issues box. This option automatically closes a case of this status when all attached issues are closed.
- You must also have the Automatically Close With Linked Issues box checked at Setup> Issues > Issue Preferences.
- In the Description field, enter a definition of cases that should be assigned this status.
- Click Save.