Adjust case status

A case can have one of the following statuses:

• Open—a case has been created and is waiting for an officer’s review.
• Awaiting user—an applicant’s response/action has been requested.
• Resolved (Valid threat/False positive)—a case that has been considered and either approved or rejected.
• Blocked—a case has been restricted from further processing.

However, Case Management supports custom stages, allowing you to adapt the review workflow to your needs while keeping the core case lifecycle unchanged.

You can assign custom stages to each default status to reflect more granular review states. These stages will let you track progress in greater detail without affecting existing automation rules or the overarching case lifecycle.

For each custom stage, you can define:

• Stage name of up to 32 characters.
• Stage description (optional) of up to 128 characters.
• Display color — the color used to mark the stage in the Dashboard, chosen from a fixed palette of 13 colors.
• Display order — the position of the stage within its case status.
• Default stage — the stage automatically assigned when a case is assigned the target status.

Example: Under the Open status, you might create two custom stages: Under Manual Review and Escalated. A case assigned to either stage remains in the Open status until an officer transitions it to a different status.

To add a stage to a status:

1. Navigate to Case statuses.
2. Select a case status and click Add stage.
3. Enter the stage name and description.
4. Save your changes.

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   Note

   • Each case status can have between 1 and 10 stages.
   • Stage names and display-order values must be unique, within a status.
   • Only one can must be marked as default.

To set a custom status as default, select it from the Default stage menu.

To apply a custom status to a case:

1. Navigate to Case Management.
2. Open All cases or My cases and select the case of your interest.
3. Select a case, click on its status, and select the status you configured.