Transitioning a case across stages in a workflow

Last updated: November 4, 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.

    The Case header with the Change stage control

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

    The Change stage modal listing the stages the Case can move to

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

    The Change stage modal with the new stage selected and the note field

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

    The case showing its updated stage after the transition

How to transition multiple cases through the workflow:

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

    The case list with several cases selected

  2. Click Actions and choose Change stage.

    The Actions menu on the case list, with Change stage

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

    The Change stage modal with the available stages and an optional note

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

    The cases showing their updated stage after the transition

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. 

The Change stage modal offering to change the Case assignee

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 Case in the initial stage with a profile status being changed

 

... a change stage modal will appear, reminding you to move the case to a review stage:

The Change stage modal 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:

A case in a review stage with every profile status set to Not reviewed

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

Change stage dialog reminding you to check the case stage and assignee when all screening results are Not reviewed

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.