Overview

This article explains how to update a CRM case status field/value in SupportLogic to ensure new or modified statuses are reflected correctly in the UI.

Prerequisites

1. Access to Control Center → Settings → Fields in SupportLogic
2. Proper mapping of CRM status fields to SupportLogic

Steps to Update Case Status

• Navigate to Fields

            Go to Control Center → Settings → Fields.

• Locate Case Status Field
  • Under sl_status, all case statuses are listed with their respective IDs and values.

• Update Status Value
  • Identify the Status ID that needs updating (e.g., 43).
  • When a case with this status is active, update the value in the sl_status field section.
  • Press Enter to save the change.

• Verify Update
  • Click Refresh Values to ensure the updated status appears in the UI.
• Example
  • Status Name - Callback Requested
  • Status ID - 43
  • Action - Update in sl_status and press Enter

Important Notes

• If CRM fields are mapped correctly, new statuses should appear automatically in sl_status.
• If the status does not appear:
  • Verify the CRM status fields are correctly configured.
  • Contact SupportLogic Support if the issue persists.