› Define a case definition › Set up states

Set up states

Set up the case to go through the following three states.

  1. New: The case has been raised but not yet triaged.

  2. Triaged: The case has been triaged but not yet resolved.

  3. Resolved: All work has been completed and only the final closure steps are required.

You can set the following options when the case goes into a state.

  1. Set percentage complete.
  2. Set the job to restart at a specific activity.
  3. Raise a business event to set the metric of a new case.
  4. Create a new job action to start a new job on a given process.

Create the first state: New

  1. On the process modeling bar, click the States and click New.

    The New state dialog box appears.

  2. In the Name box, enter New.
  3. Leave the Percentage complete as 0.
    Sates tab
  4. To raise the business event for the New state:
    1. Click the Event action tab.
    2. On the Event list, select Cases Raised.

      This event is available under Incident Management category.

    3. Map the Customer Username process variable to the Customer User Name field.
    Event action - Process variable
  5. Click Add.

    You can also configure a business event to fire when an activity is completed.

Create the second state: Triaged

  1. On the States page, click New.
  2. In the Name box, enter Triaged.
  3. Enter 10 for Percentage complete to indicate that you are 10% through the process.
  4. Click Add.

Create the third state: Resolved

  1. On the States page, click New.
  2. In the Name box, enter Resolved.
  3. Enter 90 for Percentage complete to indicate that you are 90% through the process.
  4. Click Add.