Case phases are determined by Case Type and form the framework around how the Case Checklist is constructed. A Case can contain up to ten phases by which all Checklist items are sorted and displayed. This timeline is the backbone of how the Activity Feed was created to provide a quick reference for a Case's status. Refer to Case Type Setup > Labels Tab for more details on creating Phases.
Because the Activity Feed relies heavily on Phases, it is imperative that Case Dates are entered appropriately and Phases are linked to each Checklist item. The Due Date of a Checklist item is determined by the Reference (often a Case Date) and the number of Days. The date of the last completed Checklist item in a Phase is displayed on the Activity Feed. As the Case progresses, each Phase will change from future, to in progress, then to complete.
The Activity Feed can contain up to twelve phases (New, Closed, and up to 10 user-defined by Case Type). The New and Closed phases are displayed by default. When a Case has been opened, the Case Opened Date will display below the New phase. When all Phases in a Case are complete and a Closed date has been saved on the Case Tab, that date will display below the Closed phase.
NOTE: The Case Opened Date (COD) only displays in the Activity Feed when tied to a Checklist item.
Phase Completion
As a Case progresses and Checklist items are marked done, the phases in the Activity Feed will display a checkmark when completed.
When the Case Opened Date (COD) exists in the Case Tab, the New phase will be marked complete and display the date the Case was opened.
When Open Checklist items exist in a phase, that phase will display blue to show that it is in progress. The Due Date of the latest Checklist item in that phase will display below the Phase title. When items are marked done and child items are added to the Checklist Tab, this date will update accordingly.
When Checklist items have a future Phase associated, they display on the Activity Feed in grey but will not show a date until the current Phase is complete.
After all Checklist items in a Phase are marked Done or N/A, the phase will be complete, shown with a checkmark and the Due Date of that phase's last completed Checklist item.
When ALL Checklist items in ALL Phases are marked Done or N/A AND the Case Closed Date is saved on the Case Tab, that date will display below the Closed phase.
