Contents
Introduction
About this guide
This guide is for council staff who are responsible for creating and managing statuses and transitions within the platform. It will include detail on how to set up and amend a status, and how to configure a transition.
What are statuses and transitions?
A status identifies a stage in a transaction’s lifecycle, such as Open or Under Review. A transition defines the permitted moves between those stages. For example, a request at Under Review can move to Scheduled or Complete if those moves have been configured. Statuses are therefore the stages; transitions define how a request can move between them.
For each form the relevant statuses will need to be created, and a transition will need to be defined.
Configuration
Setting up a status
Go to > Administration > Service Request and Case > Statuses
New statuses can be created, or existing statuses can be used if a status of the same name already exists on the platform. Each catalogue or form will require a Status Lifecycle (Transition) assigned before it can be created.
Select Add to create a new status or select the relevant status to edit.
- Status - enter a name.
- Type - select the type of status that this is.
- Enabled - Yes or No.
- Notify - select Yes to send a notification when a service request changes to this status, or No if a notification is not required.
- Final - select Yes if this is the final status in a service request’s lifecycle; otherwise, select No.
- Signature – specify whether a signature is required when a service request changes to this status.
- Style – used for the branding of the status in the admin portal.
Setting up a transition
Go to > Administration > Service Request and Case > Transitions.
From here you can create a new transition using the Add button, or you can edit an existing transition.
If creating a new transition, enter a name and select a type. This will be applicable to either Service Request, Cases or Tasks (it cannot be used for more than one type).
Select the initial status, this will be the status which the service request will be on submission.
Select the Final Status, this is the last status which the service request can be i.e. Complete.
Once saved, you can add the statuses and define the order from which the request can move from one status to another.
To add a permitted status change, select Add Row and define the move, such as Under Review to Closed. To remove one or more status changes, select the checkbox to the left of each relevant row, then select Delete Checked. Select Apply Changes to apply the changes.
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