Transitioning a case across stages in a workflow

Last updated: August 24, 2026

A case may need to transition through various stages during remediation. For example, some cases might need to be reviewed by an escalation team before a decision is made.

You will also be reminded at key points to move cases to the correct stage.

How to transition a single case through the workflow:

  1. In the case view, select the Change stage from the case header.

  2. A modal will display possible stages to transition to (excluding the current stage).

  3. Select the new stage. Optionally, add a note and click Change stage button to complete the transition.

  4. The case will now reflect the updated stage, and the audit log will also be updated.

How to transition multiple cases through the workflow:

  1. From the case list, select all the cases you want to update.

  2. Click Actions and choose Change stage.

  3. Select the new stage. Optionally, add a note.

  4. The case will now reflect the updated stage, and the audit log will also be updated.

Transitioning from review stage to another review stage & changing assignee

When moving a case that is in a review stage to another review stage, the Change stage modal will give you the option to change the assignee on the case. By default, it will unassign the case. 

Reminder when starting work on a case in the initial stage

If you open a case that is in the initial stage, and you start to make a change to a profile status:

 

... a change stage modal will pop up reminding you to move the case to a review stage:

Reminder when all profile statuses are reset to 'Not reviewed'

If you are working on a case that is in a review stage, and if you move all profile statuses to Not Reviewed:

... the Change stage modal opens, prompting you to check that the case stage and the assignee are still correct: 

Important to know - When the reminder does not appear

The reminder is suppressed in three situations, all of them intentional. If you expected it and did not see it, check these first:

  • Your role cannot update case workflows. The reminder depends on that permission, so without it the modal never opens. See System roles and permissions.

  • The case is already in the Not started stage. The reminder only fires when the case has already moved beyond the first stage, because there is no earlier stage to send it back to.

  • You previously dismissed it and selected Don’t show again. That choice is saved in your browser rather than on your account, so the reminder stays hidden in that browser only. It still appears if you sign in from a different browser, and clearing your browser data restores it.