Case states

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

    A customer service case can exist in various states throughout its lifecycle, enabling efficient management and resolution of customer inquiries. Understanding these states helps agents and customers interact effectively within the ServiceNow platform.

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    Key Features

    • New: Initial state for newly created cases. Agents can assign, accept, update, close, or delete the case. Customers can also update or close the case.
    • Open: Assigned state where agents can update the case, request additional information (changing state to Awaiting Info), propose a solution (changing state to Resolved), close, or delete the case.
    • Awaiting Info: Triggered when agents request more information. Agents can revert to Open, update, close, or delete the case. Customers can update or close the case.
    • Resolved: Entered after an agent proposes a solution with mandatory resolution code and notes. Customers can accept (changing state to Closed) or reject the solution (changing back to Open).
    • Closed: Final state when a solution is accepted. Cases can only be closed by agents, managers, or customers, except in Resolved state where only customer actions are permissible.

    Key Outcomes

    By understanding case states, ServiceNow customers can ensure streamlined case management, facilitating timely resolutions and effective communication between agents and customers. This clarity on state transitions enhances customer satisfaction and operational efficiency.

    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.