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Moving a case to a different stage

Suggest edit Updated on November 26, 2021

Customize the order in which a case proceeds by using the Change to a stage shape to move a case to a different stage in the case life cycle, or the Change to the next stage shape to move a case to the next stage. By revisiting or skipping a stage, you can support out-of-sequence processing in a case. For example, when a customer changes jobs during a loan request case, the case returns to a stage in which the case worker reviews the loan risk.

Before you begin: To move a case to a specific stage, the stage must exist in your system. For more information, see Stages in a case life cycle.
  1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
  2. Add the Change to a stage shape or the Change to next stage shape to the life cycle of your case:
    ChoicesActions
    Automatically move the case a specific stage
    1. In the stage from which you want to move the case, click StepMoreAutomationsChange to a stage.
    2. Click Select.
    3. In the Step properties pane, in the Stage list, select the stage that you want the case to enter.
    4. Optional: To provide additional comments about the change, in the Audit note field, enter some helpful extra text.
    5. Click Save.
    Automatically move the case to the next stage
    1. In the stage from which you want to move the case, click StepMoreAutomationsChange to next stage.
    2. Click Select.
    3. Optional: To provide additional comments about the change, in the Audit note field, enter some helpful extra text.
    4. Click Save.
  3. Click Save.
Result: At run time, the system resolves open assignments before the case leaves the current stage. All processes that originated from the stage, including supporting processes and excluding spin-off flows, stop.
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