Setup Case Queues and Sub-Statuses

How it works

Case Queues and Sub-Statuses are specific to each use case. For example, you can create dedicated Queues and Sub-Statuses for a Consumer Onboarding use case, while a Business Onboarding use case will have a different set.

Every use case has an All Cases queue by default, where all cases—regardless of status or decision—can be viewed.

RiskOS™ Case Management provides three main Statuses for a case: Open, On Hold, and Closed. Within these Statuses, teams can define Sub-Statuses to further refine the state of a case. For example, some teams might create an Escalated Sub-Status if a case needs review by a manager, or a Waiting on Documentation Sub-Status if more information is required from the end user.

Set up Case Queues

Step 1 — Navigate to Settings

To modify a Queue in RiskOS™, click your profile menu (top right), then click Settings.

Step 2 — Add a new Queue

On the Configurations > Queues page, click + Add. In the Add New Queue pop-up, enter a name and description for the Queue. Be sure you’re working within the correct use case. You can see and change the active use case using the Use Case dropdown near the + Add button.

Step 3 — Save and access your new Queue

Once you’ve entered the Queue name and description, click Save. The Queue will then be available from Cases in the main navigation menu.

Set up Statuses

Step 1 — Navigate to Settings

To modify a Queue in RiskOS™, click your profile menu (top right), then click Settings.

Step 2 — Add new Sub-Statuses

On the Configurations > Statuses page, click + Add. In the Add New Sub-Status pop-up, enter the Sub-Status name, select the parent Status, choose a color to represent it, and add a description.

Be sure you’re working within the correct use case. You can see and change the active use case using the Use Case dropdown near the + Add button.

Step 3 — Save your new Sub-Status and use it in workflows or Case Management

Once you’ve entered the required information, click Save. The Sub-Status will then be available for use in workflows and Case Management pages.