Adding a primary stage to a case type

Add a primary stage to a case type to model a normal flow of events in the life cycle of a case. By capturing the high-level phases of a case in primary stages, you can separate expected behavior from exceptions in your business requirements.

1. Open a case type in Case Designer.

2. On the Life cycle tab, click + Add stage.

   A text box containing Stage [number] is displayed.

3. Enter a unique name in the text box.

4. Optional: On the General tab of the contextual property panel, click a transition method.

   Options include:

   • Automatically move to next stage — Transitions a case to the next stage in the sequence after all processes in this stage are completed.

   • Wait for a user action — Transitions a case to a different stage in the sequence, as specified by the user at run time.

   • Resolve the case — Closes the case after all processes in this stage are completed.

     This option does not allow the case to enter any subsequent stages unless the user manually reopens the case.

5. If you selected Resolve the case as a transition method, enter a status name in the Resolution status.

   Tip: Enter a unique name that starts with "Resolved-" to create a new status.

6. Optional: Select an option from the Service-level agreement list that defines the suggested and required resolution times for a case.

7. Click Save.

The new stage is appended to the sequence. Add processes to the stage to define the tasks that users accomplish while the case is in the stage.

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