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Case lifecycle

Last updated 2026-06-08

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At a glance

  • Who uses it: Facilitators and admins managing cases.
  • Purpose: Document the case status model so transitions are consistent across facilitators.

The status set

  • New — Just created, not yet picked up.
  • Assigned — Owner assigned, work not yet started.
  • In Progress — Active coaching underway.
  • On Hold — Temporarily paused (student absent, awaiting parent meeting, end-of-term break). Follow-up date preserved.
  • Resolved — Plan complete, observing for sustainability. Often paired with a final follow-up.
  • Closed — Finished. Outcome captured. Cleared from active dashboards.

Open statuses: New, Assigned, In Progress, On Hold, Resolved. Terminal status: Closed.

Common transitions

New → Assigned → In Progress → Resolved → Closed
                  ↑       ↓
                  └── On Hold

Any open status can also move directly to Closed (e.g. duplicate, transfer-out). Closed cases can be moved back to any open status — see Reopening cases.

What happens on transition

  • The status change is audit-logged (status_change) with actor and timestamp.
  • The attached teacher receives a notification (per their settings).
  • Closing the case clears any follow-up date.
  • Moving to On Hold preserves the follow-up date.

Step-by-step: change a status

  1. Open the case.
  2. Click the Status menu in the header.
  3. Pick the new status.
  4. Confirm. The change is audit-logged and the teacher is notified.

[SCREENSHOT: case-status-menu] Cases → open case header with the Status menu open showing all six statuses.

Tips & best practices

  • Use On Hold for genuine pauses, not for "haven't gotten to it yet" (that's still In Progress).
  • Use Resolved as a deliberate "watching to confirm sticking" stage before Closed — it gives you a chance to reopen without paperwork if things slip.
  • Don't skip status updates because the case will close soon — outcome reporting is stronger with clean transition history.

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FAQ

Can I customize statuses for my district? The status set is fixed across orgs so cross-org reporting (especially district rollups) is comparable. Custom states are not on the near roadmap.

What if I close a case by mistake? Just reopen it — move the status back to any open value. The audit log preserves the original close timestamp.

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