Question:
May I know where/how the work item status will be change from Ready to Started?
I know after the Work Item has been approved, it will change to Complete. But what about Started? Can we change the Status manually?
Answer:
Not sure if I understand you correctly but here goes...
Your WORKFLOW has a status of Started and goes to Completed when all of the tasks have been completed.
However, your TASKS will have a status of ready after it has been sent to the agent. The next status should be 'reserved' when the agent reserves the item and then completed once they complete the step.
There are few other statuses that both the workflow and the task can have but this is the most common scenario.
Hope this helps...
D. Banks