Skip to content
Help Center
Submit a request Sign in

Tags

Configure case states

Updated Monday, October 26, 2026 · Marc Staine

Case states describe the stage of work and can influence SLA timing and resolution reporting. Use them to make progress visible while keeping timing rules aligned with your support process.

Applies to: Supportbench Core. Location: Settings → Cases → States. Access and available controls depend on your role and account capabilities.

Before you begin

  • You need permission to edit this configuration. Ask an administrator if the page is available but its editing controls are not.
  • Review the current configuration and where it is used before making a change. Available choices depend on your account, enabled modules, division access and role.
  • Use a test record or a controlled test account for behavior checks. Do not change production routing or send customer messages just to try an example.

Configure and verify

  1. Open Settings → Cases → States.
  2. Find the item in the list and open it, or choose the page’s new-item action.
  3. Enter a clear name and description. Set the fields below, including any scope, hierarchy, visibility or availability controls.
  4. Save the item and resolve any validation message. Reopen it to confirm the saved values.
  5. Check the relevant selection list or form using a user with the intended access. Repeat for an excluded user or division when scope is restricted.

Settings reference

Details and availability

SettingWhat it controlsHow to choose
NameThe label people select. Required; up to 50 characters.Use a short, distinct label that describes its purpose.
DescriptionAdministrative explanation; up to 250 characters.Explain when to choose this option, including an example if useful.
Display orderAn integer from 0 to 25; lower numbers appear first and ties sort by name.Put commonly used choices first without changing their operational meaning.
ActiveControls availability in standard selection lists. Inactive items remain saved.Deactivate obsolete options when you need to retain their configuration and existing references.
DivisionsRestricts the option to selected divisions. Global scope is available only when your access allows it.Choose the intended divisions. Do not assume an empty selection is permitted for every administrator.
Display colorThe visual indicator used when displaying the option.Use a consistent palette and meaningful labels; color alone should not carry meaning.
Stop SLA timingWhen supported, time spent in this state is excluded from SLA clocks.Enable only when the agreed SLA policy permits a pause.
Secondary resolutionMarks a state for secondary-resolution reporting where supported.Use for a qualifying resolution milestone, not an ordinary waiting state.

Behavior to know

  • Some state controls depend on account capabilities. A protected/default state may not be deletable.
  • New states start active, display order 0, with SLA stopping and secondary-resolution flags off.

Recommended use

  • Use terminology that agents and customers already understand. Explain the intended meaning in the description.
  • Keep the initial configuration small enough for people to choose consistently. Add options when they represent a real operational difference.
  • Review existing references before renaming, changing scope, or deleting. Where supported, deactivate an obsolete option before considering permanent deletion.

Worked example

  1. Define Waiting on Customer with a clear entry and exit condition.
  2. Decide whether your service agreement permits pausing SLA time while waiting.
  3. Set Stop SLA timing only if that policy applies.
  4. Save, then test the state transition and relevant SLA/reporting behavior on a controlled test case.

Troubleshooting

ProblemWhat to check
The item is missing from a picker.Check Active, division access, parent hierarchy, enabled modules, and the user’s role. Reopen the consuming form after saving.
The form rejects a save.Read the displayed validation message. Check required values, text limits and permitted scope; do not change unrelated settings to bypass validation.
An existing record still shows an old value.A configuration change and a record change are different operations. Inspect the record and relevant references before assuming the save failed.
  • Configuration → Configure workflows and automation
  • Cases → Configure case forms with case policies
  • Cases → Configure data views, filters and columns

Was this article helpful?