Order case and order case line item states

  • Release version: Xanadu
  • Updated January 30, 2025
  • 4 minutes to read
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    Summary of Order Case and Order Case Line Item States

    This document outlines the various states that order cases and their corresponding line items can occupy as they progress through resolution. Understanding these states enables ServiceNow customers to efficiently manage and track the status of their order cases and line items throughout the resolution process.

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    Key Features

    • Order Case States: The primary states for order cases include Draft, New, Work in Progress, Awaiting Info, Resolved, Closed, and Canceled. Each state allows for specific actions by agents to facilitate movement between states.
    • Order Case Line Item States: Line items can be in states such as Draft, New, Work in Progress, Awaiting Info, Resolved - Accepted, Resolved - Denied, and Canceled, allowing for granular tracking of each item within an order case.
    • State Synchronization: Changes in the order case state can trigger corresponding updates in the order case line item states, ensuring alignment and clarity in the overall status of related items.

    Key Outcomes

    By utilizing these state management features, ServiceNow customers can:

    • Effectively track and manage the progress of order cases and their line items.
    • Quickly respond to requests for additional information and resolutions.
    • Ensure that all related line items are aligned with the overall status of the order case, improving operational efficiency.
    • Close order cases promptly once all line items are resolved or canceled, maintaining accurate records.

    Order cases and order case line items move through several different states as agents work to resolve the individual case lines in order cases.

    Order case states

    Order cases can be in the states listed in the following table. Actions available on the order case record enable agents to move cases from one state to another.
    Table 1. Order case states
    State Description
    Draft The order case is in the Draft state.

    Select Submit on the order case record page to move the order case and all of the order case line items that are currently in the Draft state to New.
    New The order case has been submitted and is in the New state.

    Select Assign to me on the record page to assign the case to the logged-in user and move the order case and all of the order case line items currently in the New state to Work in Progress.
    Work in Progress The assigned agent is working on the order case.
    Select the following actions:
    • Request Information: use this action to request additional information from the contact or consumer. The state moves to Awaiting Information.
    • Resolve Case: use this action to propose a resolution to the contact or consumer. The state moves from Work in Progress to Resolved.
    Awaiting Info The agent is waiting for the contact to provide the requested information for the order case.

    Select Information Received to move the order case back to Work in Progress.
    Resolved The agent has proposed a resolution for the order case to the contact.

    Select Close Case on the record page to move the order case to Closed.
    Closed The order case has been resolved and the resolution has been accepted by the contact.
    When all of the case line items for an order case are in a terminal state, the case can be set to Closed. Terminal states include:
    • Resolved - Accepted
    • Resolved - Denied
    • Canceled
    Canceled The order case has been canceled.

    Select Cancel to cancel an order case.

    Note:
    You can only cancel order cases in the Draft state.

    Order case line item states

    Order case line items can be in the states listed in the following table. The case line items in an order case can be in different states as the agent works to resolve each issue.
    Table 2. Order case line item states
    State Description
    Draft The order case line item is in the Draft state.

    When an order case is created and is in the Draft state, the associated order case line items are also in the Draft state.
    New The order case line item is in the New state.

    When an order case is submitted and moved to the New state, the associated order case line items that are currently in Draft state are also moved to the New state.
    Work in Progress The assigned agent is working on the order case line item.
    Awaiting Info The assigned agent has requested additional information about the order case line item and is waiting for a response.
    Resolved - Accepted The change to the order case line item has been accepted.
    Resolved - Denied The change to the order case line item has been denied.
    Canceled The order case line item has been canceled.

    Syncing the state of an order case with the order case line items

    State changes for an order case can result in state changes for the associated order case line items. These changes are detailed in the following table.

    Table 3. Order case and order case line item states
    Order case state Order case line item tate
    Draft Saving a new order case creates the case in the Draft state. Order case line items for the order case are also created in the Draft state.
    New When an agent submits an order case, the state is updated from Draft to New. The states of the associated order case line items that are currently in Draft state are also set to New.
    Work in Progress When an agent selects Assign to me on an order case in the New state, the state is updated from New to Work in Progress. The states of the associated order case line items are also set to Work in Progress.

    If any of the case line items are set to Work in Progress, then the case is also set to Work in Progress.
    Resolved If a case is set to Resolved, the status of each of the case line items is also set to Resolved.

    If all of the case line items are Resolved, then the case is set to Resolved.
    Closed When all of the case line items for an order case are in a terminal state, the case can be set to Closed. Terminal states include:
    • Resolved - Accepted
    • Resolved - Denied
    • Canceled

    When an agent selects Close Case on an order case in the Solution Proposed state, the system updates the state to Closed.
    Canceled When a user selects Cancel on an order case in the Draft state, the system updates the state to canceled. States for the order case line items associated with the order case are also set to canceled.
    Note:
    You can only cancel order cases in the Draft state.