To have access to system configuration you should have administrative privileges.
Service support instructions to help solving a case faster.
Add a list of steps for the service model, each step can have its own settings:
Define a status for each step, i.e: InProgress, Resolved, Paused. Here the administrator configures in which step of the model the status of the case changes from InProgress to Resolved. When the status changes to Resolved time counting stops for the case
Investigation and Diagnosis step has In progress as status
The administrator defines the step in which the case could be considered as resolved.
Review step has Resolved as status
Click on to save configuration and case status.