Order case and order case line item states

  • Release version: Yokohama
  • Updated January 30, 2025
  • 4 minutes to read
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    Summary of Order case and order case line item states

    Order cases and their line items progress through defined states as agents work to resolve issues. These states reflect the current status of the case or line item and guide agents on the appropriate actions to take. Understanding these states helps ServiceNow customers manage order cases efficiently and ensure clear communication with contacts or consumers.

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    Order Case States

    • Draft: Initial state when creating an order case; line items are also in Draft. Agents use the Submit action to move the case and Draft line items to New.
    • New: The order case has been submitted but not yet assigned. Agents can assign the case to themselves, moving the case and New line items to Work in Progress.
    • Work in Progress: The agent is actively working on the case. Actions include:
      • Request Information: Moves state to Awaiting Information to collect more details.
      • Resolve Case: Proposes a resolution, moving state to Resolved.
    • Awaiting Info: Waiting for the requested information from the contact. Agents select Information Received to return to Work in Progress.
    • Resolved: Resolution has been proposed. Agents can select Close Case to move to Closed.
    • Closed: The resolution is accepted, and all line items are in terminal states (Resolved - Accepted, Resolved - Denied, or Canceled). This marks completion.
    • Canceled: Only allowed when the case is in Draft; cancels the case and associated line items.

    Order Case Line Item States

    • Draft: Initial state matching the order case’s Draft state.
    • New: Set when the order case moves to New; Draft line items also move to New.
    • Work in Progress: Assigned agent is working on the line item.
    • Awaiting Info: Additional information requested for the line item.
    • Resolved - Accepted: Change to the line item has been accepted.
    • Resolved - Denied: Change has been denied.
    • Canceled: The line item has been canceled.

    Synchronization Between Order Case and Line Item States

    State transitions on the order case automatically update associated line items and vice versa to maintain consistency:

    • Creating a new order case sets both the case and line items to Draft.
    • Submitting the order case moves it and Draft line items to New.
    • Assigning the case to an agent moves it and associated line items to Work in Progress.
    • Resolving the case sets all line items to Resolved; the case is Resolved only when all line items are Resolved.
    • Closing the case is possible only when all line items are in terminal states (Resolved - Accepted, Resolved - Denied, or Canceled), moving the case to Closed.
    • Canceling is only allowed when the case is in Draft, which cancels the case and all associated line items.

    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.