Define status reason transitions for case management
If you’re in charge of incident management for an organization, it’s important to provide a simple model for customer service representatives responsible for entering and updating case status. In Dynamics 365 Customer Service, there are two fields in the Case entity (record type) that work together to provide information about case status: the Status field and the Status Reason field. The Status field for the Case entity has three possible values: Active, Resolved, or Canceled. The Status Reason field stores a reason for a specific status value. For example, for a case with an Active status, a status reason could be In Progress, On Hold, Waiting for Details, or Researching.
Big organizations often have a large number of combinations for the Status and Status Reason fields. This can make it difficult for customer service reps to choose the correct next status reason. You can define status reason transitions to add another level of filtering for what the status reason value can be changed to for each status reason. Limiting these values to just allowed status reasons can help customer service representatives make the right choices.
Make sure that you have the System Administrator or System Customizer security role or equivalent permissions.
Go to Settings > Customizations.
Select Customize the System.
In the solution explorer, in the left navigation pane, expand Entities, expand the Case entity, and then double-click Fields.
Go to the second page of fields, and then open the statuscode (Status Reason of Case) field.
In the Field: Status Reason dialog box, click Edit Status Reason Transitions at the top of the dialog box.
In the Status Reason Transitions dialog box, under New Status Reasons, click one of the Enter Value buttons corresponding with one of the existing status reasons.
In the Select Status Reason dialog box, in the Available Values list, select the values you want to add, and then click the chevron button to add to the Selected Values list. Click OK when you’re done with that status reason.
Click another Enter Value button to modify other status reasons. When you’re done, click OK.
Each status reason option for an active status must allow at least one path to an inactive status. Otherwise, you could create a condition where it would not be possible to resolve or cancel a case.
In the Status Reason Transitions dialog box, select the Enable Status Reason Transitions check box to apply the defined status reason transitions to case records. The list of available status reasons will be filtered for each case record based on the defined transitions.