Is Resolution stage a standard practice?
Hi,
Just a simple question, but our work flow is a very simple process that has only one stage (say, "Create"). I have drafted to create only one stage but customer gave me feedback to add "Resolution" stage. Of course we can do either way - (1) Single stage (Create) that will update status at the end to Resolved-Completed or (2) Two stage (Create and Resolution) and Resolution stage has only status update to Resolved-Completed. The difference is, for end user to see Resolution stage on UI.
I know we can do whatever but which is more standard practice? Do people create this Resolution usually?
Thanks,
***Edited by Moderator Marissa to update platform capability tags****
Accepted Solution
Pegasystems Inc.
FR
Hello,
I'm not sure to have the correct answer for you but I wouldn't say this is best practice. But having said that I have seen a lot of customers adding a Resolution stage.
So many ways to resolve a case, adding a stage why not.
Pegasystems Inc.
IN
It is a better to use a resolution stage for resolving a case than marking as Resolved in your first stage.
It provides flexibility for future in case you want to add some additional processing during case closure (like sending email). Moreover stages are considered milestones for a Case and visual indicator for reaching milestones are important for Case workers and managers. I would suggest to go with Resolution stage.