Sometimes work on a case is complete and it should be Resolved, but it needs to be revisited later. Other times, a case may not be fully Resolved yet though no further work can proceed until another case is Resolved. This KB article shows how these cases can be Resolved for now and reactivated automatically when there is action to take.
Note: Since it is a Status, the case must be marked as Resolved to see the Reactivation conditions.
- In the Status drop-down, choose Resolved (Postponed) (For Inquiry cases, choose “Resolved (Waiting for info)“.
- For custom categories, you can enable the feature under the Avatar menu > Workflow in the Statuses area. This will reveal two additional sets of controls:
Reactivate Time allows you to choose a Date and Time at which the case will automatically become reactivated.
Reactivate on Cases allows you to choose which other cases need to be Resolved* to automatically reactivate this case.
- Find the status you would like to enable or disable postponement for. Click the edit icon for the status in question, then check or uncheck the “Allow cases with this status to be postponed” box shown as needed.