Case Page Layouts & Status

Case Page Layouts

Cases have two page layout types:

1. Case Page Layout

This layout is used except when closing a case (this includes viewing and editing previously closed cases):

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2. Case Closed Page Layout

This layout is only used when closing a case (via the “Close Case” button pictured above).

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Case Status

Each case status can be declared a “Closed” status:

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By default, closed case statuses can only be selected from the “Case Closed Page Layout” (as shown above).

Why is this important?

Use the “Case Closed Page Layout” to ensure that all required information is captured before a case is closed.  Since the case closed layout is separate, you can make fields required when closing a case that are not required when creating a case.

Open Example

Case reason is not required to open a case:

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But is required to close a case:
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Don’t like this behavior?

You don’t have to use the case closed page layout.  Simply check “Show Closed Statuses in Case Status Field” under support settings (Setup –> Customize –> Cases –> Support Settings).  Then remove the “Close Case” button from the case page layout.

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19 Responses to “Case Page Layouts & Status”

  1. Thepride21 May 24, 2017 at 8:41 pm #

    Hi John,

    The “Show Closed Statuses in Case Status Field” is disabled, yet i see the ‘Close’ option in the Change Status dropdown. Is there some configuration that I am missing?

    Thanks,
    Meher

  2. golwalaonline September 11, 2016 at 6:16 pm #

    Got it! Don’t know why but my Org had ‘Show closed statues in case status field’ enabled by default.

  3. golwalaonline September 11, 2016 at 6:08 pm #

    Hi John, this page says: “By default, closed case statuses can only be selected from the “Case Closed Page Layout” (as shown above).” Conflicting with this, I am able to update the status to ‘Closed’ with in-line editing of Status field and without going to Close case page. Is there anything I am missing here?

  4. JonnySimmo April 1, 2016 at 10:57 am #

    Is it worth mentioning the ‘Hide Save & Close Button and Cls Links’ checkbox under the Case > Support Settings? This is another way to navigate to the ‘Close Case Page Layouts’ although the button does seem to disappear if you remove the ‘Close Case’ button from the page layout. Jusy another option I suppose.

  5. Gautam Kasukhela February 8, 2016 at 4:38 am #

    Hello John,
    You have mentioned that “By default, closed case statuses can only be selected from the “Case Closed Page Layout” ”
    Does this imply that cases have a record type use by default? If the Status picklist is different for different page layouts then ideally the way to achieve that is through record types.
    Considering there is no controlling field to show different picklist values for the Case Status field.
    Can you kindly clarify on how this is achieved if not via record types?

    Regards,
    Gautam.

    • JohnCoppedge February 8, 2016 at 2:34 pm #

      No it does not use record types- it is specific functionality for the case object (e.g. that’s just how it works).

  6. Kara Myers July 27, 2015 at 7:21 pm #

    If you remove the case closed page layout, the status field would then include the option of ‘Completed’ and the user would just change the status to ‘Completed’ in order to close the case? Is this the only way to remove the ‘Case Closed’ page layout?

    Thank you,
    Kara

    • JohnCoppedge August 17, 2015 at 8:44 pm #

      Correct and to my knowledge yes (although this may change with console, case feed, etc.).

      • CarlosSiqueira June 13, 2016 at 10:56 pm #

        My Status doesn’t shown “Completed”, only New, Working, Escalated and Closed. So after enabling “Show Closed Statuses in Case Status Field” and removing the ” Close Case” button, I don’t see a difference on the Status field.
        What Am I missing? I realize that the only way to close the case would be to change the status to “Closed”.
        I think the best case is to keep “Closed Page Layout” and “Close Case” button, so that you have more information regarding the resolution of the case. Thoughts?

        • JohnCoppedge August 19, 2016 at 8:45 pm #

          Yeah you should see the closed statuses in the normal edit page after turning that on… not sure what the problem is

  7. Matej Blatnik July 3, 2015 at 9:25 pm #

    I do not have case feed enable option anywhere in settings. Coud that be because I am using DE edition?

  8. Rena Bennett-Dellwo April 29, 2015 at 4:06 pm #

    If you have “Show Closed Statuses in Case Status Field” selected, would this explain why the Case Status button isn’t displayed in Case Feed?

  9. Michael Krenz December 18, 2014 at 6:43 pm #

    Hey John,
    the first screenshot overlaps the right-hand menu.
    This error seems to be occuring only with Firefox 34.0.5 as Chrome displays it correctly.

    • Heiko Lindne May 21, 2015 at 3:08 pm #

      Same for me using IE 11

  10. Anne Crawford October 24, 2013 at 4:09 pm #

    Love the step-by-step examples with screen shots. This is SO helpful.

  11. JohnCoppedge August 13, 2013 at 6:29 pm #

    Thanks Trevor! Updated.

  12. Trevor Lobel August 2, 2013 at 8:59 am #

    Grammar error
    This layout is used when except when closing a case

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