A support process defines the statuses offered for a type of case. The statuses should reflect work the team can explain: new intake, active investigation, escalation, and closure. Waiting on a customer may require a separate configured status rather than treating the case as resolved.
Record types and layouts present the process to the intended users. Closure also needs adequate evidence, not merely a different label. Keep closed work out of active queues unless the request explicitly includes it. When a status is unavailable, inspect the field values, support process, record type, and assignment before changing unrelated permissions. These tasks configure a bounded service workflow and preserve the distinction between completed work and work that still needs follow-up.