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Imagine that you are trying to order a product from an online shopping application, but the entire application lacks user guidance. Without purchase statuses throughout the buying process it is difficult to track the status of your order.

Case type without any case statuses

The case status indicates the case progress towards resolution. You can set the case status on any stage and any step in the case life cycle. Pega Platform™ includes standard case status values such as Open, Pending-Approval, and Resolved-Completed. You can also add custom status values such as Pending-Processing, Pending-Shipping, and Order-Shipped.

If you set the case status on a stage, when the case advances to the stage, Pega Platform automatically updates the case status to the value defined for that stage. In the final case life cycle stage, you can specify a resolution status, which is the case status after all the processes in the stage complete. In the online shopping application example, configuring the case status to update at each case life cycle stage provides the customer with an idea of the order status at each major case milestone. The Shipping stage is the final stage in the case life cycle, configured with a Resolved-Completed resolution status. During the Shipping stage, the case status is Pending Fulfillment. When the Ship Order process is complete, the case resolves with a Resolved-Completed status.

Case type with a case status at every stage

In some cases, you might want to configure more specific case statuses at the step level. If you set the case status on a step, when the case advances to the step, Pega Platform automatically updates the status of the case to the value defined for that step. In the online shopping application example, you get feedback that customers want more visibility into when the customer order is ready for shipment and when it ships.

Case type with a case status at the step level

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