Action Status field on Case form in csm.

[annaya malhotra]

What is the case action status means. What are those blue and red indicators indicate in the Action Status field on the form? Is it useful?

[Chandra Sekhar6 · Accepted solution]

Hi,

Action Status field/column is very useful in Case Management.

It indicate the status of cases in the list view. With this Agents and Managers can easily identify cases that needs attention 

Indicators:

We have two indicators

Blue: Indicates the cases that needs attention

Red: Indicates the cases that are blocked

• Blocked internally
• blocked by customer
• Blocked by internally and customer

For more information refer the below link: 

https://docs.servicenow.com/en-US/bundle/sandiego-customer-service-management/page/product/customer-...

[annaya malhotra]

Thanks for your response.