Tutorial ID | T-35 |
Section | Foundation |
Title | Changing Case Status |
Subtitle | Apply the correct case status so every team member sees an accurate picture of where the case stands. |
Before You Begin
You have received an instruction indicating the case's current stage.
You know the five available case statuses and what each one means.
What You Will Accomplish
By the end of this tutorial, every status change you make will reflect where the case actually stands, based on a clear instruction rather than a guess. You will also know how to catch and correct a status that was applied incorrectly before it affects the team's workflow.
Why Does This Tutorial Matter
A case's status is a shared signal — it tells everyone working on the case, at a glance, where things stand and what to do next. Admins and medical experts update it based on instructions, so an accurate status keeps the whole team working from the same picture.
Apply the wrong status, even briefly, and the case can disappear from active workflows — for example, marking a case Archived when it should be Waiting for Records removes it from view, and teams miss deadlines or lose track of tasks as a result.
Info There are five case statuses: Pending (received, work not yet begun), Waiting for Records (active, on hold while records are requested), Open (active, work in progress), Archived (closed, no longer active), and Rejected (not accepted). |
What to Do if Something Goes Wrong
The section below covers the most common problem with case status. It follows the same pattern: what you'll notice, why it likely happened, a real example, and how to fix it.
Problem: A case shows a status that doesn't match where it actually stands, and the team is working from an inaccurate picture.
Likely cause: The wrong status was applied — for example, marking a case Archived when it should have been Waiting for Records — often because the instruction wasn't fully reviewed before the change was made.
Example: A case is marked Archived after a records request is sent, when it should have been marked Waiting for Records. The case drops out of the active workflow list, and the team misses a follow-up deadline.
Fix:
Open the case and read its Case Details, paying extra attention to the Details, Contact, and Notifications sections.
Confirm that you've reviewed all the messages and instructions for the case, and ask the sender for clarification if any message is ambiguous.
Go to the cases list.
Open the right sidebar in the case that needs its status changed.
Select the status that matches the current stage of the case, choosing between Archive, Unarchive, or Move to Open.
Confirm that the case now appears in the correct case status list.
Notify the sender so they're aware the status was temporarily incorrect.
Note Status changes affect how the case appears across the platform for all users. If you're unsure which status to apply, discuss it with the sender before making the change. |
Summary
Every case status now reflects an instruction you've actually reviewed and confirmed, matches where the case truly stands, and — if it was ever wrong — has been corrected with the sender notified, so the whole team keeps working from an accurate picture of the case.