Case states

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Case States

    This document outlines the various states a customer service case can occupy within the ServiceNow platform, detailing the actions available to both agents and customers at each stage. Understanding these states is essential for effectively managing customer service interactions.

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    Key Features

    • New: The starting state for newly created cases through various channels. Agents can assign, accept, update, close, or delete the case. Customers can also update or close the case.
    • Open: When assigned to an agent. Actions include updating the case, requesting additional information (changing the state to Awaiting Info), proposing a solution (changing the state to Resolved), closing, or deleting the case.
    • Awaiting Info: Triggered by an agent requesting more information. Actions include reopening the case, updating, closing, or deleting it. Customers can also update or close the case, reverting it to Open.
    • Resolved: After an agent proposes a solution. Actions include updating the case. Customers can accept the solution (changing the state to Closed) or reject it (returning to Open).
    • Closed: Final state after customer acceptance of a solution. Cases can be closed by agents or managers, but only customers can close cases when in Resolved state. Resolution notes are required when agents close cases.

    Key Outcomes

    By understanding these case states, ServiceNow customers can improve their case management efficiency, ensure clear communication with customers, and maintain accurate records throughout the service process. Properly managing case states facilitates timely resolutions and enhances customer satisfaction.

    A customer service case can be in one of several states.

    Table 1. Customer service case states
    Term Definition
    New The initial state for a new case, which is created through any one of the channels: customer portal, email, chat, telephone, or from the Customer Service application.
    Actions the agent can take:
    • Assign to me: The case is assigned to the agent and the state changes to Open.
    • Accept: If assigned by the customer service manager, the agent accepts the case and the state changes to Open.
    • Update: updates the case.
    • Close Case: Closes the case.
    • Delete: Deletes the case.
    Actions the customer can take:
    • Update: updates the case.
    • Close Case: Closes the case
    Open The case is assigned to an agent and the agent clicks Accept or an agent opens a case and clicks Assign to me. Both of these actions change the state from New to Open.
    Actions the agent can take:
    • Update: Updates the case.
    • Request Info: The agent requests additional information from the customer. The state changes to Awaiting Info.
    • Propose Solution: The agent proposes a solution for the case.
      Note:
      The Resolution Code and Resolution notes must be entered in the Resolution Information tab.
      The state changes to Resolved.
    • Close Case: Closes the case.
    • Delete: Deletes the case.
    Awaiting Info An agent clicks Request Info, changing the state from Open to Awaiting Info.
    Actions the agent can take:
    • Open Case: Changes the state back to Open.
    • Update: Updates the case
    • Close Case: Closes the case.
    • Delete: Deletes the case.
    Actions the customer can take:
    • Update: Once the customer updates the case, the state changes to Open.
    • Close Case: Closes the case.
    Resolved An agent provides a resolution code and enters resolution notes in theResolution Information tab and clicks Propose Solution, changing the state from Awaiting Info to Resolved.

    The Resolution code and Resolution notes fields are mandatory when an agent proposes a solution for the case.

    Actions the agent can take: Update (Updates the case)

    Actions the customer can take:
    • Accept Solution: The customer accepts the solution proposed by the agent. The state changes to Closed and a survey is displayed.
    • Reject Solution: The customer rejects the solution proposed by the agent and the state changes to Open.
    • Delete: Deletes the case.
    • Close Case: Closes the case.
    Closed After proposing a solution, an agent waits for the customer to respond.
    • If the customer clicks Accept Solution, the state changes from Resolved to Closed.
    • If the customer clicks Reject Solution, the state changes from Resolved to Open.

    An agent, agent manager, or a customer can close a case at any time, except when it is in the Resolved state. When it is in the Resolved state, only a customer can accept or reject the proposed solution.

    When an agent or agent manager closes a case, details must be included in the Resolution notes. This is not required when a customer closes a case.

    A case cannot be updated once it is closed.