These settings give you control over the structure and lifecycle of cases in your system. Deadlines keep handlers on track, case states reflect where a case is in the process, and closing codes explain why a case was closed.
Only administrators, system technician and user-defined users with access to security settings can view and edit this page.
Case Deadlines
In Settings > Case management, scroll to the Case deadlines section. There are two default deadlines you can configure:
Default deadline before a case must be changed to an open state: The time allowed between a case being created and it being acknowledged. The default is 1 week (minimum 1 day). Handlers are notified at 50%, 75%, and 90% of this deadline.
Default deadline before a case must be changed to a closed state: The time allowed between a case being received and it being closed. The default is 3 months (minimum 1 day). Handlers are notified at 50%, 75%, 90%, and 100% of this deadline.
These deadlines apply by default to all new cases but can be adjusted on a case-by-case basis. By adjusting the deadline on the case itself.
Case States
Case states show where a case currently sits in the investigation workflow. They're organized into three groups:
New: The starting state for all incoming cases.
Open: Active states that show progress. The default open states are Received, Under investigation, Waiting for whistleblower, and Sent to company.
Closed: The final state once a case is resolved.
You can add additional Open states by clicking + Create to match your organization's internal process. You can also rename existing states.
The New and Closed states are fixed and cannot be removed.
Default State
The default state for received cases can be changed under Default state for received cases. This setting affects how time is calculated across case statuses and may have legal implications. Review any compliance requirements before changing it.
Closing Codes
Closing codes categorize why a case was closed. The default codes are Resolved, Rejected, Cancelled, Spam, and Other.
You can add custom closing codes by clicking + Create, or remove existing ones using the X button. When a case handler closes a case, they'll be prompted to select a closing code, making it easier to analyze patterns across closed cases.
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