Open CTA Status update via rule engine to another open status

In our Org we have CTA's that are triggered off of triggers in SFDC and when a CSM completes the CTA they manually change the status to Closed or Work in progress. The issue here is that a CSM can mark the CTA completed and if the trigger in SFDC doesn't get corrected (via our product syncing with SFDC) the CTA will be recreated the next day.

I have created new workflow for the CTA status's so that we can get more visibility into the actions taken from our CSM team and ensure they are getting credit for CTA's that are actually completed (no more duplicates) as well as visibility into our accounts that have canceled based off of what actions a CSM took.

The only issues I have come across is that we cannot auto update an open status to another open status via rules engine (can only be done manually via Mass Edit), and we are unable to change the Default closed status check box to any specified status (only able to select closed status).

If we as admin's had the flexibility to have the rules engine change an open status to another open status (similar to how it changes to a closed status) that would take an extra task off. Also if the Option in the call to action workflow for Default closed status was more customization to just be default status and give the ability to choose any status that would be a huge help to the CSM team in this situation.

Here is our use case on the status flow:

• Create CTA [list]
• Status = New

[/list]

• CSM calls on CTA & Completes CTA [list]
• Status = Completed [list]
• **This status isn’t a close status**
• D3 Syncs with SFDC [list]
• If CTA trigger = True [list]
• Status = Closed Successful

If CTA trigger = False

• Status = unchanged
• We want this to be on CSM’s radar

30 Days go by

• Status = Attempting to Contact

[/list][/list][/list][/list]

• CSM call on CTA & Discusses CTA but unable to complete the CTA on that call [list]
• Status = Work in Progress [list]
• D3 Syncs with SFDC [list]
• If CTA trigger = True [list]
• Status = Closed by WIP

If CTA trigger = False

• Status = Unchanged

30 days go by

• Status = Attempting to Contact
• We don’t want these to stay in Work in Progress after so many days because they aren’t being worked anymore, we want the CTA to go back on the CSM’s radar

[/list][/list][/list][/list]

• CSM calls on CTA and feature is denied [list]
• Status = Feature Denied [list]
• This isn’t a closed status be we don’t want this CTA to continually be created if it is closed

180 days go by

• Status = New

[/list][/list]

• CSM calls on CTA and they get no answer, left VM, no contact with DM [list]
• Status = Attempting to Contact
• 60 days go by [list]
• Status = New

[/list][/list] CSM Calls on CTA that doesn’t have a SFDC trigger (NPS/Testing CTA’s)

• Status = Conversation Completed [list]
• Auto close rule will change that status to Closed Successful that night

[/list]

• Account Cancels [list]
• If status = New [list]
• Status = Account Canceled

If status = Work in progress

• Status = Canceled WIP

If status = Completed (Reference top, this is a false CTA completion)

• Status = Canceled False Complete

If status = Attempting to Contact

• Status = Canceled Attempting to Contact

If status = Denied

• Status = Canceled Denied Feature

[/list][/list]