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# Cases

[Cases](https://docs-docusaurus.kinsta.page/user-guides/cases/overview/.md) are a supported entity type in Notification Center. When Case lifecycle events occur, Notification Center generates notification requests that can be routed to external destinations.

## Supported entity subtypes[​](#supported-entity-subtypes "Direct link to Supported entity subtypes")

An entity subtype adds a layer of granularity to an entity type. For Cases, an entity subtype consists of two elements: state and status.

| Entity | State      | Status         | Description                                                               |
| ------ | ---------- | -------------- | ------------------------------------------------------------------------- |
| Cases  | `CREATED`  | `OPEN`         | A new Case has been created and is open for handling.                     |
| Cases  | `ACTIVE`   | `OPEN`         | The Case is actively in progress and remains open.                        |
| Cases  | `ACTIVE`   | `ACKNOWLEDGED` | The Case is being handled and has been explicitly acknowledged.           |
| Cases  | `RESOLVED` | `CLOSED`       | The Case has been resolved and closed, with optional resolution metadata. |

All supported entity subtypes can be found in the Cases API reference.

## Notification triggers[​](#notification-triggers "Direct link to Notification triggers")

Case routing rules support the following lifecycle triggers:

| Trigger          | When it fires                                              |
| ---------------- | ---------------------------------------------------------- |
| Activated        | Impact is confirmed and the Case becomes active            |
| Acknowledged     | Someone takes ownership of the Case                        |
| Resolved         | Underlying indicators are healthy and the Case is resolved |
| Closed           | Follow-ups are complete and the Case is fully finished     |
| Priority changed | The Case priority level is updated                         |
| Assignee changed | The Case is assigned or reassigned                         |

These triggers are configured in Case routing rules within a router. Each trigger can be routed to a different destination, allowing teams to control which stakeholders are notified at each stage of the incident lifecycle.

## Routing and Ownership Tags[​](#routing-and-ownership-tags "Direct link to Routing and Ownership Tags")

Cases use Ownership Tags (environment, service, and team) for routing. These are the same attributes used in [Infra Explorer Ownership Tags](https://docs-docusaurus.kinsta.page/user-guides/infrastructure/infrastructure-explorer/ownership/.md), so labels already defined on your infrastructure carry through to notification routing.

Unlike alerts, which use the `routing.<key>: <value>` prefix, Cases inherit their routing labels from the Ownership Tags assigned to the underlying infrastructure.

## Context reference[​](#context-reference "Direct link to Context reference")

All templates have access to the `_context` variable, which contains metadata about the notification source type, including system identifiers and trigger details. This context allows you to dynamically customize your template content based on the notification origin.

See [Dynamic templating](https://docs-docusaurus.kinsta.page/user-guides/notification-center/dynamic-templating/.md#global-context-available) for details.

## Next steps[​](#next-steps "Direct link to Next steps")

[Create a router: Route Case notifications to external destinations](https://docs-docusaurus.kinsta.page/user-guides/notification-center/routing/create-router/.md)[Routing rules: Configure Case routing rules with lifecycle triggers](https://docs-docusaurus.kinsta.page/user-guides/notification-center/routing/define-routing-rule/.md)[Set up Cases: End-to-end guide for configuring Cases](https://docs-docusaurus.kinsta.page/user-guides/cases/quick-start/.md)