Case line item states
Summarize
Summary of Case Line Item States
Case line items within ServiceNow can exist in various states as agents work towards resolving cases. Understanding these states is crucial for effective case management and workflow synchronization between parent cases and their associated line items.
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Key Features
- Draft: The initial state when a case and its associated line items are created.
- New: The state after a case is submitted, transitioning from Draft to New, affecting all associated line items.
- Work in Progress: Indicates that the assigned agent is actively working on the line item.
- Awaiting Info: The agent has requested more information and is waiting for a response.
- Resolved - Accepted: Indicates acceptance of changes to the case line item.
- Resolved - Denied: Indicates denial of changes to the case line item.
- Canceled: Indicates the case line item has been canceled, which can only occur if the case is in the Draft state.
Key Outcomes
The synchronization between the case and its line items ensures that changes in status are reflected consistently. When a case transitions to different states, the associated line items follow suit, allowing agents to maintain clarity and efficiency in case management:
- When all line items are resolved, the parent case can also be marked as Resolved.
- Cases can only be canceled while in the Draft state, ensuring control over the case lifecycle.
- Once all line items reach terminal states, the parent case can be Closed.
A case line item can be in one of several different states as agents work to resolve a case and the associated case line items. The case line items in a case can be in different states as the agent works to resolve each issue.
| State | Description |
|---|---|
| Draft | The case line item is in the Draft state. When a case is created and is in the Draft state, the associated case line items are also created in the Draft state. |
| New | The case line item is in the New state. When a case is submitted and moved to the New state, the associated case line items that are currently in the Draft state are also moved to the New state. |
| Work in Progress | The assigned agent is working on the case line item. |
| Awaiting Info | The assigned agent has requested additional information about the case line item and is waiting for a response. |
| Resolved - Accepted | The change to the case line item has been accepted. |
| Resolved - Denied | The change to the case line item has been denied. |
| Canceled | The case line item has been canceled. |
Syncing the state of a case with the case line items
| State | Description |
|---|---|
| Draft | When a case is created for an item with multiple lines, such as an order, new case line items are also created. The case and case line items are created in the Draft state. |
| New | When a case is submitted, the state is updated from Draft to New. The states of the associated case line items that are currently in the Draft state are also set to New. |
| Work in Progress | When an agent selects Assign to me on a case in the New state, the state is updated from New to Work in Progress. The states of the associated order case line items that are currently in the New
state are also set to Work in Progress. If any of the associated case line items are set to Work in Progress, the case is set to Work in Progress. |
| Resolved | When a case is set to Resolved, the status of each associated case line item is also set to Resolved. If all of the case line items are Resolved, the case is set to Resolved. |
| Closed |
If all of the case line items are in a terminal state, the case can be set to Closed. Terminal states include:
|
| Canceled | When a case in the Draft state is set to canceled, the status of each associated case line item is also set to canceled. Note: Agents can only cancel cases in the Draft state. |