Case Status Quick Reference Guide

Effective August 1st – Start Using Now

Use the statuses outlined below to ensure consistent and clear case management across all teams.

🔍 Research

• You MUST ALWAYS go to this status first.

• Actively investigating the case.

• Includes collaboration with internal teams (e.g., Jiras, Mobile Deployment, Retail).

• If a Jira is opened:

  → Set Case Subtype to Technical.

• For contracted/new feature requests (Tier 2):

  → Use Case Type: Implementations.

💬 Awaiting User

• You’ve requested additional information from the financial institution.
• Waiting for their response.

🧑‍💼 Awaiting Vendor

• You’ve reached out to a vendor or external partner (e.g., external Slack channels, Twilio, Intuit).
• Waiting for their response or input before proceeding.
• This status will never change back to “Review Notes.”

📝 Review Notes

• The client has responded.
• Case requires your review before proceeding.

✅ Resolution Provided

• You’ve provided a solution.
• Confident it will resolve the issue.
• This status will never change back to “Review Notes.”
• This is linked to the Time-to-Solution Presentment JH target.

💼 CWR (Client Work Request)

• Use for billable requests.
• Submit and track as a Client Work Request.

See Support Central for the most up to date procedures: Case Processes