Configuring settings for a case system

Updated 3 months ago by Arjun

If you are an admin of a case system, you can configure the manner in which your case system behaves by making changes to certain settings.

To configure or change settings for a case system, click the More options button() > Settings on the case system page.

General settings

On the General tab, you can configure some of the main parameters of your case system. You can change the name and item type, as well as configure how titles appear on each case form:

  • Case system name - this field shows the current name of the case system. It is possible to change the name.
  • Item type - the type of cases that are managed in the case system. You can rename the item type here.
  • Configure form title - specify a format that is used to auto generate titles on each case form.
Configuring form titles

To configure form titles, click the Add button (+) and arrange default system fields or form fields in the order you want, and then click Save. Based on this format, titles are auto generated and are displayed on top of each case form.

Configuring custom statuses

Statuses indicate the progress of a case in a workflow. On the Status tab, you can view all the default system statuses that are in use. 

They are:

  • New - assigned to all new cases that are not yet progressed
  • In progress - assigned to all cases that are in progress
  • Resolved - assigned to cases for which actions were taken and resolved
  • Closed - assigned to all cases that don’t need any further action
  • Reopened - assigned to cases that are reopened for resolution after closure
Creating a custom status

In addition to these default statuses, you can also create custom statuses. Custom statuses allow for detailed tracking of cases that are in progress. However, they can only be created under the In Progress category.

To create a new custom status, click the Add a custom status button under the In Progress section, and enter a name for the status. You can create multiple custom statuses and reorder them according to your workflow. After making these changes, click Save.

To delete a custom status that you no longer need, click the Delete button next to a status. However, if there are cases mapped to this status, you will not be able to delete it. You will have to reassign these cases to a different status before deleting.


Priority indicates the urgency to resolve a case. Setting a priority allows you to manage and track your cases efficiently.

For example, if there are cases that are of a higher priority, you can set their priority to High or Critical. Critical cases are easily identifiable and therefore easier to track.

On the Priority tab, you can turn on or off priority for the entire case system.

When you turn off priority, the Priority field will be hidden across the case system in:

  • Views
  • Form
  • Filters
  • Sort
  • Integrations

The field is hidden even if it was used to set up any of the above mentioned features.

For instance, if you created a filter that used priority, when you turn it off, the filter will no longer consider priority to filter cases.

Also, If you have used priority to define validations or create expressions in a form field, you will not be able to turn off priority. You will have to clear these dependencies first.

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