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Updated on 12/9/2019
Workflow Documentation
Statuses
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Statuses

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A status is a step, or the position a case is in, at a given time in a workflow. The status enables you to see the current progress of your case. Administrators add and manage statuses and each status can be associated with multiple workflows. A case can only be in one status at a time.

See Workflow Fundamentals for more information.

Create New Status

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Workflow provides two ways for you to create new statuses. You can go to:

  • Setup > Processes > Statuses, or
  • Setup > Processes > Workflows and click Edit next to the workflow you want to add the status to.


To create a new status from the Setup > Processes > Statuses menu

  1. Click the Add New button.
  2. Complete the form fields:

    • Name: Enter a name.

    • System ID: A unique identifier, automatically generated when you name an object. You can use this identifier to reference an object in scripts, templates, tags, and through the API. You can change the System ID by selecting the pencil icon. Use caution when changing the ID as it can affect existing scripts associated with the object. For more information, see System ID.

  3. Click Save to finish creating your new status.


To create a new status through the Workflow Transition Matrix:

  1. Go to Setup > Processes > Workflows.
  2. Select the Edit button on the workflow you wish to add a status to.
  3. Select the:

    • Add/Remove Status icon, or

    •  Insert  Before, or   Insert After icons that appear when you hover over a status header on the transition matrix.

  4. Select the Add New link.

  5. Complete the form fields:

    • Name: Enter a name.

    • System ID: A unique identifier, automatically generated when you name an object. You can use this identifier to reference an object in scripts, templates, tags, and through the API. You can change the System ID by selecting the pencil icon. Use caution when changing the ID as it can affect existing scripts associated with the object. For more information, see System ID.

    • Select one or more actions you wish to add to the status from the Add following actions to new status list. 

    • Select one or more workflows to which the status will be added from the Include Status in following Workflows list.

  6. Click Add to save the new status.

Manage Statuses

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To access the Statuses workspace, go to Setup > Processes > Statuses. Workflow displays a list of existing statuses.

You can use the Edit action to edit the Name and System ID of a status.

Select the Actions icon  to execute the following Actions:

  • Details: See the record creation and update details.
  • Translate: Displays the default translation value and a list of dictionaries it which the term is translated. To add or change a translation value, select a dictionary from the Translate To list, and enter a new value in the Translation Value field. For more information about specifying values, see Translations. 
  • Download Data: Export data for backup or to import into another tenant. A Workflow Backup file (WFB) downloads with your project. You can then import the file into another tenant using the Migration Manager
  • Delete: Deletes the status. You cannot remove a status with an active case associated with it, and you cannot remove a status that is used as a To Status in a Case Create action.

Filter Statuses

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Workflow provides a Filter feature that enables you to find specific data using queries. The available filter parameters depend on the workspace you are searching from. The Statuses feature enables you to filter by these parameters: 

  • Name
  • System ID

For detailed information and more examples for creating simple and complex queries, see Search & Filter Data.

Using Statuses in Workflows

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Workflow provides easy ways for you to add, remove, delete and sort statuses in a workflow, in either the Workflow Transition MatrixList or Table Views. See Workflow Transition Matrix for more information.


Add / Remove Status

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To manage statuses that are added to a workflow, go to Workflow Transition Matrix and select the Add/Remove Statuses icon in the table. Workflow displays a popup window that enables you to:

  • Add or remove workflow statuses.

    Note: You cannot remove a status with an active case associated with it, and you cannot remove a status that is used as a To Status in a Case Create action.

  • View statuses from the current workflow, or statuses from all workflows.

  • Add a new workflow status. See Create New Status for more information.


Statuses can exist in more than one workflow. Go to Setup > Processes > Statuses to manage statuses across all workflows, including creating a new status, deleting, or editing an existing one.

Also, when you create a new status, Workflow automatically assigns these non-transitional actions to the status, using default configuration settings:

You can then remove, or add more actions to the status.


Sort Statuses & Define Visibility

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When you select the Sort Statuses icon, Workflow displays a popup window that enables you to rearrange the order of the statuses, and select which statuses are displayed in the workflow progress bar on the end user's Case Details page.

To sort the statuses:

  1. Click the Sort Statuses icon and a popup window displays.

  2. Drag and drop a status into the desired position.

  3. Check the checkboxes near the status you want to display to end users in the workflow progress diagram, as shown below:


  4. Click Save to finish ordering the statuses.


The order you define here determines how statuses are arranged in the workflow progress diagram and on the transition matrix.