To get to case status behaviour:
Click Tools then click Configuration tools.
Click Workflow steps then click the edit icon.
Click General tab, scroll to Case status behaviour.
This section shows three options:
Option | Description |
Close a case | A workstep that closes a case sets any case that is already marked as Open to Closed and shows the date the case was closed on. This doesn't apply for cases that aren't already open. This applies when the relevant workstep is finished and does not apply when the workstep is saved incomplete. |
Open a case | A workstep that opens a case sets any case that doesn't already have a case status as open and shows the date the case was opened. This only applies to cases that weren't previously open and have been closed. This applies when the relevant workstep is saved, whether finished or not. This will often need to be used together with Reopen a case. |
Reopen a case | A workstep that Reopens a case sets any case that has previously been Open and is now Closed to Open again and shows the date it was reopened. This applies when the relevant workstep is saved. This will often need to be used together with Open a case. |
These options control the case status on the person summary in a widget at or near the top right of the summary. This is visible to workers with View or View/Amend Person view permissions for case status.
These case statuses aren't stored in database tables; they are derived from workstep statuses whenever the person summary is viewed or refreshed.