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Case Management - Case Process

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I'm testing case management in a test environment which is a recent copy of our production environment.

I created a case process let's call it "123"

I created a case category "ABC" and made the case process "123" the default case process for that case category

I then created a new case with the case category "ABC" and the case process "123" did come over.

The case status is "in process"

When I select the change stage the steps in the case process are not available..."the grid is empty"

Am I missing a configuration step?

Thank you in advance for your input

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  • Weaveriski Profile Picture
    Weaveriski 23,614 on at
    RE: Case Management - Case Process

    Create a new case and in the New case screen pick your Name and then define the case category ABC. Still in this screen the "Other" section has the case category - is it blank? Just create a new category and process myself and it works fine.

    Which CU are you on? Any customisations to the case area?

  • Suggested answer
    RE: Case Management - Case Process

    Are you testing with admin rights? It could be that you don't have enough rights to change the status.

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