Case action status

  • Release version: Xanadu
  • Updated May 14, 2025
  • 1 minute to read

    • Customer service agents can use the case action status feature in CSM Configurable Workspace to easily identify cases that need attention.

    Action Status column

    This feature enables customer service agents to easily identify cases that need attention and quickly prioritize their work. Visual indicators in the Action Status column on the My Cases and My Open lists highlight case status:
    • A blue indicator highlights cases that need attention, such as cases that have been updated by customers or internal users and are waiting for input or review.
    • A red indicator highlights cases that are blocked, such as cases that have open related task records or are waiting for customer feedback. Blocked cases can have the following status:
      • Blocked internally
      • Blocked by customer
      • Blocked internally and by customer
    Figure 1. Action status column on the Case list
    The action status column on the Case list displays color-coded indicators and messages for cases that are blocked or need attention.

    In addition to the colored indicators, the Action Status column also displays a brief status message.

    Blocked by related list

    The case action status feature adds the Blocked by related list to the workspace view of the Case form. Blocking tasks for a case appear in this list. When the system adds a blocking task to a case, it also adds one of the following blocking reasons:
    • Need information from the customer
    • Need task resolution
    • Need PRB workaround
    • Other
    Note:
    When a problem is associated with a case, the blocking reason is set to Needs task resolution. The agent can update this reason to Need PRB workaround if necessary.
    When a blocking task is resolved:
    • The Unblocked By field displays the user who performed the unblocking action.
    • The Unblocked On field displays the date that the blocking task was resolved.
    • The Needs Attention field for the case is enabled.

    Notifications

    Agents can receive notifications on their preferred channel when a blocking task for an assigned case is resolved. Agents can also receive notifications when the Needs Attention field for an assigned case is enabled.
    Note:
    Notifications are not sent to the user who updated the record.

    Users with the admin role can configure notification triggers by navigating to Agent Workspace > Notification Triggers > Case Action Status Trigger.