Defining conditions for skipping a stage

Ensure that cases move to the next stage in the sequence when the current stage is not relevant, by defining the conditions that cause a case to skip a stage. When a customer service representative (CSR) can skip irrelevant stages, a case reaches its resolution faster.

At run time, your application evaluates the When condition or expression before the case enters the stage. If the value is true, the case skips the processes in the stage and moves to the next stage in the sequence.

  1. In the navigation pane of Dev Studio, click Case types, and then click the case type that you want to open.
  2. On the Workflow tab, click Life cycle.
  3. In the Case life cycle section, click a stage name.
  4. in the case working area, open the Validation tab.
  5. In the Stage property panel, on the General tab, define a condition for skipping the stage:
    Choice Steps
    Never skip a stage
    1. In the Skip stage list, select Never.
    Use a When rule
    1. In the Skip stage list, select When rule.
    2. In the text field, press the Down arrow key, and then select a when rule that stores the conditions for skipping the stage.
    Use an existing expression
    1. In the Skip stage list, select Expression.
    2. In the text field, press the Down arrow key, and then select an expression that stores the conditions for skipping the stage.
    Note: You cannot skip the Create stage and the last stage in the sequence.
  6. Click Save.
Result: At run time, the system evaluates the condition and skips the stage if the value meets the condition.