Case Statuses
Create and manage Case Statuses used to identify whether Cases are active, closed, or in another operational state.
Case Statuses identify the current state of a Case.
Monolith includes the system-required Active and Closed statuses, while organizations can create additional statuses that reflect their own operational workflows.
For example, additional Case Statuses might include:
Backlog
Standby
Waiting on Client
On Hold
Pending Review
Case Status is separate from Case Progress. Status describes the overall state of the Case, while Case Progress represents where the Case currently sits within your organization's workflow or pipeline.
View Case Statuses
The Case Statuses settings page displays the statuses currently configured for your organization.
Each status also shows the number of Cases currently associated with it.
Use this list to review the options available when creating or updating Cases.
Active and Closed Statuses
Active and Closed are required Monolith Case Statuses and cannot be renamed or deleted.
These statuses have special meaning within Monolith.
Active represents an open Case that is still available for ongoing work.
Closed represents a Case that has been formally closed.
Additional custom Case Statuses can be used to describe operational states while the Case remains open.
For example, a Case may be placed in Waiting on Client or Standby without formally closing the Case.
See Cases for more information about Case Status and closing Cases.
Create a Case Status
To create a new Case Status:
Select Create Case Status.
Enter the name of the new status.
Select Create Case Status to save it.
The new status becomes available for supported Case workflows throughout Monolith.
Create statuses that communicate meaningful operational states without duplicating information already represented by Case Progress.
Case Status vs. Case Progress
Case Status and Case Progress are independent ways to describe a Case.
Case Status answers:
What is the overall state of this Case?
Examples might include:
Active
Waiting on Client
Standby
Closed
Case Progress answers:
Where is this Case within our workflow?
A configurable Case Progress pipeline might include stages such as:
Pending
Processing
Preservation
Collection
Analysis
Reporting
Case Completed
This distinction allows a Case to remain Active while moving through several Progress stages.
See Case Progress for information about configuring your organization's Case workflow.
Delete a Case Status
Custom Case Statuses can be deleted when they are no longer needed.
If Cases are currently associated with the status being deleted, those Cases must be reassigned to another existing Case Status before deletion can be completed.
The required Active and Closed statuses cannot be deleted.
Review the Cases associated with a custom Case Status before deleting it. Existing Cases must be reassigned so their current state remains accurately represented.
Recommended Practices
Keep Active and Closed as the primary indicators of whether a Case is open or formally closed.
Use additional statuses for meaningful operational states such as waiting, hold, or review.
Use Case Progress rather than creating many statuses to represent every step in your workflow.
Keep status names clear and consistent across the organization.
Avoid creating duplicate or overlapping statuses that make reporting difficult.
Review unused custom statuses periodically as your workflows change.
Related Documentation
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