Customer service case process flow formatter

The process flow formatter indicates the current state of a case at the top of a Case form that is viewed from the customer portal.

The process flow formatter highlights the current state of the case with a blue line and checks off the states that a case has passed through. For customers viewing a case from the customer portal, the following states are displayed:
  • New
  • Open
  • Resolved
  • Closed
Figure 1. Process flow formatterProcess flow formatter for customer service cases