From 312d26b8b2c64acdae05708d9d8021da73b56509 Mon Sep 17 00:00:00 2001 From: Esther Kim Date: Wed, 24 Dec 2025 13:16:07 -0500 Subject: [PATCH] Add case custom status feature --- .../case_management/customization.md | 32 +++++++++++++++++-- 1 file changed, 30 insertions(+), 2 deletions(-) diff --git a/content/en/service_management/case_management/customization.md b/content/en/service_management/case_management/customization.md index 6f3859a6257..fd0162d0bfe 100644 --- a/content/en/service_management/case_management/customization.md +++ b/content/en/service_management/case_management/customization.md @@ -1,5 +1,10 @@ --- title: Customization +--- +description: Customize Datadog Case Management with custom case types and attributes. +--- + + further_reading: - link: "service_management/case_management/" tag: "Documentation" @@ -29,7 +34,7 @@ Datadog provides five [built-in case types][1], each designed for common workflo * Enable targeted automation * Conduct more granular analytics and reporting -##### Create a custom case type +### Create a custom case type 1. Navigate to [**Settings > Shared Settings > Case Types**][2]. 2. Click **+ Create Case Type**. @@ -37,7 +42,7 @@ Datadog provides five [built-in case types][1], each designed for common workflo 4. Save your new case type. 5. (Optional) See the [custom attributes section](#custom-attributes) of this page to add custom attributes. -##### Enable a custom case type +### Enable a custom case type After you create a custom case type, you must explicitly assign it to each project where it should be available. Follow the steps below to enable your new case type within a specific Case Management project. @@ -84,6 +89,29 @@ You can add attributes that reflect your team's specific needs, such as escalati * Number * Choose whether to allow multiple values for this attribute. +## Custom statuses + +Case Management supports customizable case statuses. By default, cases move through Open, In Progress, and Closed. You can add additional statuses to represent reviews, handoffs, or other workflow steps. + +Custom statuses help you: +- Standardize how work moves through each stage of a case lifecycle. +- Reflect reviews, handoffs, and intermediate states. +- Improve reporting and automation by aligning statuses with your processes. + +### Create a custom status + +1. Navigate to [**Settings > Shared Settings > Case Types**][2]. +2. Select the case type you want to update. +3. Scroll to the **Statuses** section. +4. Add a new status under one of the three existing status groups: **Open, In-Progress,** or **Closed**. +5. (Optional) Set a new **default status** for each status group. Default Statuses are used in automations as the preferred statuses for the group when exact status names are not provided. + + + +* Each status group (`Open`, `In-Progress`, `Closed`) must contain at least one status. +* You can delete an existing status, but you must first migrate any cases currently using that status to another status in the same group. +* Custom statuses behave exactly the same as Datadog's built-in statuses. + ## Further reading {{< partial name="whats-next/whats-next.html" >}}