Case states

  • Release version: Yokohama
  • Updated February 4, 2025
  • 2 minutes to read
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    Summary of Case states

    In ServiceNow Customer Service Management, a case transitions through several defined states as agents and customers interact to gather information and resolve issues. Understanding these states helps customers and agents manage the case lifecycle efficiently and know the available actions at each stage.

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    Case States and Actions

    • New: The initial state when a case is created via customer portal, email, chat, phone, or Customer Service application.
      • Agent actions: Assign to self (moves to Open), Accept (if assigned), Update, Close, or Delete the case.
      • Customer actions: Update or Close the case.
    • Open: The case is assigned and accepted by an agent.
      • Agent actions: Update, Request Info (moves to Awaiting Info), Propose Solution (requires Resolution Code and Notes, moves to Resolved), Close, or Delete the case.
    • Awaiting Info: The agent has requested additional information from the customer.
      • Agent actions: Reopen case (back to Open), Update, Close, or Delete the case.
      • Customer actions: Update (moves case back to Open) or Close the case.
    • Resolved: The agent has proposed a solution with mandatory Resolution Code and Notes.
      • Agent actions: Update the case.
      • Customer actions: Accept Solution (moves to Closed and triggers a survey), Reject Solution (moves back to Open), Close, or Delete the case.
    • Closed: The case is finalized.
      • Transition to Closed happens only after customer accepts the solution.
      • Agents, managers, or customers can close cases except from Resolved state (only customers can accept/reject solution in Resolved state).
      • Agents/managers must provide resolution details when closing; customers are not required to.
      • Closed cases cannot be updated.

    Practical Considerations

    This state model ensures clarity on case progress and responsibilities between agents and customers. Mandatory fields during solution proposal enforce quality and traceability. Knowing which actions are allowed at each state helps agents efficiently manage case resolution and customer engagement while preserving data integrity.

    A customer service case can be in one of several states as the agent gathers information and works toward a resolution.

    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.