In CSM I have a state that is not closing the case

[Daniel_O]

I created a state in the sn_customerservice_case table with the label: "closed - lost" and with value 11 and when selecting this case it does not have the closed behavior. How do I insert this value in the script that closes the records?

[Rajesh Mushke]

Hi @Daniel_O,

Question is not clear for me,

based my understanding, looks like you are trying to set the case sate value right ? if yes, how are you setting the state value ?

[Daniel_O]

Hi @Rajesh Mushke ,

I created a new state value and I wanted it to have the same behavior as the closed state. (Which makes all fields read-only and the record inactive). But this new state value that I created does not have this behavior.

I wanted to understand how I can include this new state in this closing behavior flow.

[danielmenter]

You need to update the state model for the case type that you added the state to.

[Daniel_O]

Can you give an example of how to do this?