When you change a case status in Smartr and it appears to revert, the status has not actually saved because one or more required fields have not been completed.
Overview
Case status changes in Smartr require all mandatory fields for the target status to be completed before the change will save. If any required field is missing or contains a validation error, the API returns a validation error and the case reverts to its previous status. The system may not always display a prominent error message, which can make this behaviour appear as though the status reverted unexpectedly.
What to do
Attempt to change the case status and click Save.
If the status appears to revert, scroll through the case form and look for any fields highlighted in red or marked with validation errors.
Complete all highlighted required fields.
Click Save again — the status change will persist once all required fields are filled in.
Common Questions
Why didn't I see an error message?: A validation message ("Status has not been saved, please try again after correcting all other errors") appears after a failed save. If you navigated away or missed it, the status will simply show its previous value.
The status looks correct on screen but is wrong after refreshing: Clear your browser cache and reload the case — you may be viewing a stale cached page. The status displayed after a fresh load reflects the true saved value.
I completed all the fields but it still reverts: Check for any hidden or collapsed sections of the case form that may contain unfilled required fields, such as compliance, vulnerability, or network-specific custom fields.