1. Go to "Service Status Triggers" under Case Customization in the Settings Section.
2. Click on "Add Trigger" to create a new Service Status Trigger.
3. The five options under "Then" are the actions that are going to take place depending on which one of those you select. Please see example below under "If" I selected; if a Pre-Investigation note has been added to the case, and under "Then" I selected change the service status to Profiled.
NOTE: Once you have selected your conditions for the trigger, , you must select the "Do not process further rules" box in the "IF" section, and the "No Action" box in the "THEN TAKE ACTIONS(S)" section in order for the triggers to work properly.
In this case the trigger is myself adding a Pre-Investigation Note and the action the system does in response is the service status change. We are currently working on expanding these triggers to be more specific to users and roles. I will keep you updated on the status of that. Please let me know if you have any further questions.
