Transitions are the routes that a case can take to go from one Status to another.
Examples:
- A transition called Approve moves a case from status Pending Approval to In Progress
- A transition called Complete moves a case from status In Progress to Closed.
Transition Notes:
- The To Status can have more than one From Status. For example:
- The Cancel transition can apply for both:
- From Status: In Review To Status: Cancelled
- From Status: In Fulfillment To Status: Cancelled
- The Cancel transition can apply for both:
- In a future phase of CXM, the transition name will be a button label within CXM.
Transition Name Tips:
- Make the Transition name short and reflect an action taken.
- Good transition names immediately and clearly tell a user what action to perform on an issue. For example:
- A transition called Start moves a case from an Open to an In Progress status.
- Bad transition names can cause confusion about the desired action outcome. For example, the transition Review:
- Make sure the transition button identifies the start or end of an action. The word Review is ambiguous.
- If a user clicks Review, does that mean they should start a review or that the review has already occurred?
Roles:
Required: Select the following two roles for each transition:
- Jadu XFP: The account Jadu XFP uses to transition a case.
- XXXX Case Builder: Your admin role, specific to your service/category. For example:
- T OIT Case Builder
- T ASR Case Builder