Table of Contents


Case Status and how to change it





Case possible statuses:

Start (Started or Draft)
Iindicates that the creation of a case has been started but is not completed,
so it has not yet been assigned an SLA/Service Model and workgroup(s).


In Progress
The case has been successfully created and an SLA/Model and working group(s) have been assigned.
The case is in the attention and solving process.


Paused
A case is manually changed to this status when during case attention, the advisor requires a result or response from users,
groups or third parties to continue with the attention and solution of the case.
This function avoids exceeding the maximum time per SLA/Model.


Resolved
This status indicates that the case is resolved and it has been confirmed
that the reported service(s) have been restored.


Closed
The case Owner can close the case after verifying that it is resolved and the user
has rated the service (By means of a service satisfaction survey).


Canceled
The case was dismissed.

How to pause a case



To pause a case its current status must be InProgress.

  1. Log in to the ITHelpCenter portal. Go to Case Management > Console. In the case grid, select the case to pause and double click on it or click on the Resolve button.

  2. In the case attention window click on the Status button, the subwindow to change the status will open, select Paused in the drop-down field.



  3. Optional. Enter the cause of the change and click Change Status In the main case attention window click on the Update button to refresh the case status to Paused.

    To change the status to InProgress select the case and with the Status button change the state again.




How to cancel a case



To cancel a case its current status may be InProgress, Paused or Resolved.



  1. Log in to the ITHelpCenter portal. Go to Case Management > Console. In the case grid, select the case to cancel and double click on it or click on the Resolve button.

  2. In the case attention window click on the Status button, the subwindow to change the status will open, select Canceled in the drop-down field.

  3. Optional. Enter the cause of cancellation and click on Change Status. The case will be automatically discarded and the attention window will close.


How to close a case



  1. Log in to the ITHelpCenter portal. Go to Case Management > Console. In the case grid, select the case to pause and double click on it or click on the Resolve button.

  2. A case can only be closed when the case is already in the last step of the model, where the Closed option will be available in the status drop-down field.
    Optionally enter a closing comment and select from the list a result and cost of the solution.

    Finally click on the Change Status button, a message will be displayed indicating if the category, priority, urgency (Is Major) of the case was verified before closing, when the OK button is clicked the status will change to Closed. See Category tool