---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Case action status

# Case action status {#ariaid-title1}

* Release version: Xanadu
* 
* Updated May 14, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Customer service agents can use the case action status feature in CSM Configurable Workspace to easily identify cases that need attention.

## Action Status column {#case-action-status-csm-workspace__section_ijp_2mr_v2b}

This feature enables customer service agents to easily identify cases that need attention and quickly prioritize their work. Visual indicators in the Action Status column on the My Cases and My Open lists highlight case status:

* A blue indicator highlights cases that need attention, such as cases that have been updated by customers or internal users and are waiting for input or review.
* A red indicator highlights cases that are blocked, such as cases that have open related task records or are waiting for customer feedback. Blocked cases can have the following status:
  * Blocked internally
  * Blocked by customer
  * Blocked internally and by customer
  {#case-action-status-csm-workspace__ul_kjp_whq_lfb}
{#case-action-status-csm-workspace__ul_hzh_5xz_kfb}  
Figure 1. Action status column on the Case list

In addition to the colored indicators, the Action Status column also
displays a brief status message.

## Blocked by related list {#case-action-status-csm-workspace__section_rjk_qkq_lfb}

The case action status feature adds the Blocked by related list to the workspace view of the Case form. Blocking tasks for a case appear in this list. When the system adds a blocking task to a case, it also adds one of the following blocking reasons:

* Need information from the customer
* Need task resolution
* Need PRB workaround
* Other

{#case-action-status-csm-workspace__ul_avv_c21_bfb}  
Note:  
When a problem is associated with a case, the blocking reason is set to Needs task resolution. The agent can update this reason to Need PRB workaround if necessary.  
When a blocking task is resolved:

* The Unblocked By field displays the user who performed the unblocking action.
* The Unblocked On field displays the date that the blocking task was resolved.
* The Needs Attention field for the case is enabled.
{#case-action-status-csm-workspace__ul_ypf_z21_bfb}

## Notifications {#case-action-status-csm-workspace__section_udf_ykq_lfb}

Agents can receive notifications on their preferred channel when a blocking task for an assigned case is resolved. Agents can also receive notifications when the Needs Attention field for an assigned case is enabled.  
Note:  
Notifications are not sent to the user who updated the record.

Users with the admin role can configure notification triggers by navigating to Agent WorkspaceNotification TriggersCase Action Status Trigger.
**Related concepts**   

* [Case action status overview](https://servicenow-prod.fluidtopics.net/3u6y_YytKdXfgaRWer1vng "Use the case action status feature to indicate the status of cases in the Case list. With this feature, customer service agents can easily identify cases that need attention and quickly prioritize their work.")

*[\>]: and then