Moving a case

As things happen (you reach someone, documents come back, a visit wraps up), you move the case one step further along the process you designed.

Use the Update Status menu

Open the case and select Update Status at the top. A short menu appears with the moves available from the current step. Choose one, and the case advances.

Each case card in the left panel shows a Next: line with a suggested next step, so you can see where a case is headed without opening it. That's only a preview — to actually move the case, open it and use Update Status.

You'll need edit access

Moving cases is for teammates with edit access to the pipeline. If your role is view-only, you won't see the Update Status button — see Roles and permissions.

When you're asked for a note

For some steps — usually ones that finish or close a case — a small Update Case Status window opens so you can confirm. Pick the Next Step, add a note if you'd like, and select Apply.

How steps work

Steps run in the order your pipeline is set up, so the choices you see always match your own process.

Your workspace may differ

The step names and the moves between them are part of your pipeline's setup, so yours will match your team's process — not the neutral examples used here.

When a step needs something first

Some steps ask for something to be done before a case can move on. Until it's taken care of, that move stays blocked. A step might need:

• a signed document — a form you sent for signature comes back signed;
• an approval — a teammate signs off on the case;
• a waiting period — a set amount of time has to pass first.

The portal keeps track of these for you. A signed document, an approval, or an elapsed wait clears the block on its own, so the move opens up when it's ready — but you still choose when to make it. Any documents a step is waiting on show on the case's Overview tab, so you can see what's still needed.

Need to move it anyway?

If your role lets you set up the pipeline, you can override a requirement and move the case without waiting. The portal asks for a short reason, which is saved to the case's history so everyone can see why.