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. Leaving these cases open can cause them to become quickly ignored as “Those Cases”. Closing them can mean they fall in with an ever-growing pile of cases that you don’t have a specific need to revisit. Instead, it would be better if these cases can be Resolved for now and reactivated automatically when there is action to take.
Postponed Cases is a Resolved status that provides this feature set. Since it is a Status, the case must be marked as Resolved to see the Reactivation conditions. In the Status dropdown, choose Resolved (Postponed) (For Inquiry cases, choose “Resolved (Waiting for info)“. For custom categories, see “Configuration” below). This will reveal two additional sets of controls:
- Reactivate Time
- Reactivate On Cases
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.
Yes, these can be combined! For example: if you have a customer case that is waiting for a developer case to be resolved, and you want to make sure the customer has an update by the weekend, set the Reactivate Time to when you want to respond to the customer and the Reactivate On Cases field to the developer case. If the developer resolves their case, your customer case is reactivated. If the issue can’t be resolved in time, the customer case will reactivate at the Reactivate Time so you can send a follow-up email.
* If a case is resolved via a status that is a postponement itself, then any cases waiting to reactivate on this case will not reactivate at that time. For example: setting a case to Resolved (Postponed) or Resolved (Waiting for Info) will not trigger any reactivations on other cases.
By default, this feature is active for the four built-in categories: Feature, Bug, Inquiry and Schedule Item. Inquiry uses the “Resolved (Waiting for info)” status and the others use “Resolved (Postponed)”. For custom categories you have created in Manuscript—or for other statuses in the four default ones—you can enable the feature under the Avatar menu > Workflow in the Statuses area. 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.