Report statuses and actions

The status shows where a report is and what can happen next. Actions are validated again when performed, so a button may stop applying if someone else changed the report.

Availability: members with report access; each action depends on role, relationship to the case, and configuration. Level: Intermediate.

What it is for

It helps you interpret the current situation, choose the correct action, and distinguish a solution awaiting confirmation from a final closure.

Before you start

ReportArea uses ten statuses:

Status	Meaning and usual next step
Open	It has no assignee yet. It can be taken or assigned. It can also be closed; only while still unassigned can it be cancelled.
In progress	Work is active. It can be marked Waiting, suspended, resolved, or closed. In Company mode it can also be released or transferred.
Waiting	The team needs information from the requester. A public reply from the creator resumes it; the assignee or an administrator can also resume it. It can be resolved or closed.
Suspended	Work stopped for a visible operational reason. It must be resumed before resolution; it can also be transferred or closed when policy permits.
Signature pending	A solution was proposed and remote confirmation is outstanding. Signing makes it Resolved; cancelling the request restores work. Only an administrator can waive a required signature.
Delegation pending	Work was requested from a provider and awaits acceptance. The collaboration workflow replaces normal local actions.
Delegated to provider	Another organization is handling the work. The source follows updates and the resolution proposal through collaboration.
Resolved	The solution and any required signature evidence are recorded. It can be closed or reopened.
Closed	The cycle is considered complete. New messages are blocked, but the creator or an administrator can reopen it with a reason.
Cancelled	The open, unassigned report was permanently voided. It cannot be reopened.

Practical actions

Take: line staff assume an Open report; it becomes In progress.
Assign: an administrator selects an eligible current-line member; it becomes In progress.
Release: the assignee or administrator returns In progress work to the line; it becomes Open and unassigned.
Mark Waiting / Resume: keeps the assignee and switches between In progress and Waiting.
Suspend / Resume: records or removes a suspension reason.
Transfer: moves work through an allowed route and leaves it Open and unassigned in the destination line.
Resolve: requires a 5-to-4,000-character summary and applies the signature policy.
Close: completes an active or Resolved report. The note is optional. A required signature may block direct closure.
Reopen: requires a reason from 5 to 500 characters. If the former assignee remains active, it returns In progress; otherwise it returns Open.
Cancel: creator or administrator only, while Open and unassigned; the reason is optional.

Rules and effects

In Professional, a new report starts In progress and self-assigned; it is not taken, released, administratively assigned, or transferred among lines.
Creator, assignee, current line, and administrators do not have identical actions.
Resolve and Close are different: Resolved leaves a review stage; Closed completes the cycle.
Reopening starts a new report cycle and clears the current cycle's resolution and closure dates. If signatures are required, the new cycle needs its own confirmation.
Cancelled is final; Closed is not.
A transfer clears assignee, current group, scheduled arrival, recorded arrival, and suspension.

Required and optional

Reasons are required to reopen and to cancel a pending signature. The resolution summary is required. Transfer, closure, scheduling, suspension, and general cancellation notes are optional unless another on-screen rule requires them.

Example

An Open report is taken and becomes In progress. The technician requests a photo and marks it Waiting. The creator replies, returning it to In progress. After repair, the technician records the solution and it becomes Resolved. The creator reviews and closes it. If the issue returns, it can be reopened with a reason.

Limits

Provider delegations have their own decisions. Do not imitate them with an internal transfer: lines operate inside one organization, while delegation connects different organizations.