Statuses

A status represents the state of an issue at a particular point in case type workflow. A case can be in only one status at a given point in time.

There are 3 types of status:

• Initial - when a case is created it will be given the Initial status that has been set up
• Final - when a case is transitioned into a Final status it is classed as Completed. CXM will set the Completed At date on the case when this happens
• Normal - used for any other status in the case workflow.

Both initial and normal type statuses are treated as ‘open’ cases, any statuses that are of type ‘final’ are classed as closed cases. You can create a workflow with multiple normal and final statuses and determine the path for a case based on rules.