SAP Knowledge Base Article - Public

3357242 - How To Control Status Visibility for Cases

Symptom

You would like to understand how to control the visibility of specific status entries for your cases.

Environment

SAP Service Cloud Version 2.

Resolution

You can control the visibility of the status entries directly in the schema, by following the steps below:

  1. Click on the User Menu.
  2. Click Settings.
  3. Navigate to All Settings.
  4. Click Status Schemas, under Cases.
  5. Select the desired schema and click View Status Schema.
  6. By default, all status entries added to the schema will be visible for selection.
  7. Select any entry.
  8. Click on the three dots icon "...".
  9. Click Hide Status.

Once the status is hidden, it will not be displayed for selection in the cases assigned to the schema.

If required, administrators can click on the three dots icon "..." again and click Set as Visible, and the status will be displayed again for users during the case processing.

Keywords

Status, Status Schema, Status Entry, Schema, Set As Visible, Visible, Hide, Hide Status, Hidden, Status Hidden, Visibility, How To, Control Visibility, Control, SAP Service Cloud Version 2, Case, Cases, , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , How To

Product

SAP Service Cloud Version 2 all versions