Case is Stuck in New status

[AnishG]

There is a incoming case that arrived in to our queue and is in NEW status and we are unable to move it to In progress state.  What could be the reason and how to fix this. This is just for one case and other cases we are able to move to in progress.

[GlideFather]

@AnishG OK, but how did the internal user create it - Record producer at Portal/Employee centre or backend?

Please provide details

[AnishG]

The user created the case in Workspace and followed these steps:

1. Navigated to My Cases and clicked New.
2. Entered all the required information and clicked Save.
3. While the case was still in New status, the user created a case task on it. After doing so, it was noticed that the Status button became greyed out.

[GlideFather]

@AnishG and the Case Task is in what state? Try to close the task whether it will change the Case state..

[AnishG]

@KamilT, this did not work.