Getting to the Settings page
Case Management settings are found in the Tools & Settings area of GoodCRM. To get there:
Click your profile or the settings icon in the top-right corner of GoodCRM.
In the left-hand menu, scroll down to Apps & Integrations.
Click Case Management settings.
At the top of the page you'll see a green tick confirming that Case Management is installed, along with a link straight through to your Cases list.
💡 Tip: You need admin or owner-level access to GoodCRM to view and change these settings.
Statuses
The Statuses section lets you control the list of statuses that can be applied to cases. By default, cases come with two statuses: Open and Closed.
Reordering statuses
Each status tile has a drag handle (the dotted grid icon on the left). Click and drag a tile up or down to change the order statuses appear in — for example, to put your most commonly used status at the top of the dropdown your team sees when managing cases.
Adding a new status
Click + Add Option at the bottom of the status list. A text field will appear - type the name of your new status and click Add to save it.
💡 Example: You might add a status like "On Hold", "Awaiting Referral", or "In Progress" to reflect the stages your organisation uses.
Deleting a status
Click the bin icon on the right of any status tile to delete it. You can delete the default Open and Closed statuses too, though we recommend keeping at least one status in the list.
⚠️ Be careful: Deleting a status is permanent. Any cases currently using that status won't be updated automatically - you may want to reassign them first.
Settings
The Settings section tells GoodCRM which of your statuses represents a case being open and which represents it being closed. This matters because GoodCRM uses these designations to power features like the "My Cases" view and reporting on open vs. closed caseloads.
There are two dropdowns:
Which status means a case is open? Select the status that indicates a case is currently active. Defaults to Open.
Which status means a case is closed? Select the status that indicates a case has been resolved or completed. Defaults to Closed.
If you add custom statuses (for example "In Progress"), you can map one of them to the "open" or "closed" meaning here. This is especially useful if you rename the default statuses or add an intermediate one that you still want treated as active.
📝 Note: Remember to click Save at the bottom of the page after making any changes to the Settings or Access Control sections.
Access Control
By default, all users in your GoodCRM organisation can see and use Case Management. The Access Control section lets you restrict this so that only certain users have access.
Restricting access by user group
Toggle on Restrict access to cases by user group to enable this feature. When it's turned on:
Standard users will no longer be able to see or access the Cases section.
Only users assigned to the Case Workers group will retain access.
Any user who is currently logged in will need to log out and back in before the change takes effect for them.
💡 How to assign users to the Case Workers group: Go to Settings → Users, open the relevant user's profile, and add them to the Case Workers group. Do this before enabling the restriction, so your team doesn't lose access unexpectedly.
Once you've made your changes, click the Save button to apply them.