How to Customize your Case Statuses

An Overview of Case Statuses

Case statuses represent the milestones that take place during the life cycle of a case.  Essentially, you should be able to quickly determine how far a case has progressed, and who is responsible for the next action, simply by looking at its status.  In general, it's best to think of your case statuses as "departments"; each case moves through the various stages until it is closed for good. 

With Trackops, you can create all of your own statuses, label them however you want, and even assign them a color.  To better illustrate how case statuses should be implemented, let's examine the following list of sample statuses:


In the above example, we have defined seven example statuses.  Lets take a look at what each of these statuses represents:

New A newly entered case.  The information inside the case still needs to be reviewed for accuracy.
Pending Assignment The case information has been reviewed, and we are now awaiting a manager to assign an investigator.
Open / Working The case is now being worked by the investigator, and new information is being received.
Investigation Complete All investigative work is complete, expenses are submitted, and a draft report has been submitted.
Report Delivered The report and all media has been proofed and delivered to the client.  
Invoiced The case has been invoiced, and is awaiting payment.
Closed All loose ends have been tied up (i.e. Case reviews have been answered)

For a small shop shop, this set of statuses might work really well.  You can easily see where each case is, and what needs to be done.  However, the more people who work on a case, the more statuses you will likely need in order to make sure everyone is on the same page.  


In this example, we've expanded our statuses to add even more control.  Let's assume that once the case reaches "Investigation Complete", the investigator submits the draft report to a typist.  The typist then dictates the report and sends it to a proofer.  The proofer formats and prepares the report and sends it back to the case manager to be "reviewed".  Only when the case has been reviewed, can it be delivered to the client.  By adding the two statuses "Typed" and "Proofed", we have added more stages that the case must go through to ensure that every step is taken in the case life cycle.

There is really no "wrong" way to do it, and you can always update, remove, or add to your case statuses at any time.

Creating a New Case Status

To create a new case status, click the Settings tab, and then click the Case Statuses link.  

Name - The name should be something short and easily recognizable. 

Color - The background color that will represent this status.  Try to make it visually different than other statuses, and make sure the color reads well behind black text.

Rank Below - The status that this status will follow.  Leave this selection blank to make this the "first" case status.  The first status is special because all new cases will automatically be assigned to it.

Notes - An explanation of what takes place during this status.  This description is only visible in the settings.

Webhook URL - If populated, Trackops will send a snapshot of your case in JSON format to the specified URL.  In order to use utilize webhook URLs, you must have activated your developer API and obtained an API token.  The Trackops Zapier integration is a popular use for webhook URLs.

Monitor Due Date - Indicates that when a case is in this status, some case information (i.e. the report) has not yet been delivered to the client.  Things like dashboard widgets and past due filters will only account for cases in statuses that have due date monitoring enabled.

Set as "Active" - An "Active" status indicates that the case is out in the field and new information is still coming in.  There are some places in the system where you can filter by only "active" cases. In addition, you can configure your user roles to limit certain types of staff from seeing cases "Non-Active" case statuses.

Set as "Reopenable" - Trackops allows you to reopen a case with a single click, meaning it takes all of the basic case information and creates a new case in the series.  This is very useful when you've closed a case and then your client asks you to perform more work down the road.  Typically, you will not want to make a status reopenable unless it is beyond the point where all investigative work has been complete.  This prevents an accidental reopen, which could cause you to end up with two of the same cases going at once.

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