Case line item states

Release version: Australia

Updated March 12, 2026

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Summary of Case Line Item States

This document outlines the various states that a case line item can be in during its lifecycle within the ServiceNow platform. Understanding these states helps agents effectively manage and resolve cases and their associated line items.

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Key Features

Draft: Initial state when a case and its line items are created.
New: State when a case is submitted, transitioning associated line items from Draft to New.
Work in Progress: Indicates that an agent is actively working on the case line item.
Awaiting Info: State where additional information is requested from the user.
Resolved - Accepted: Indicates acceptance of changes to the case line item.
Resolved - Denied: Indicates denial of changes to the case line item.
Cancelled: The state used when the case line item is cancelled.

Key Outcomes

As agents work through the case, the state of the case line items will sync with the parent case. This ensures that:

When a case is in Draft, all associated line items are also in Draft.
Upon case submission, all line items transition to New.
When a case is resolved, all line items are updated to Resolved.
The case can only be set to Closed when all line items are in terminal states.
Only cases in Draft can be cancelled, which will also cancel associated line items.

A case line item can be in one of several different states as agents work to resolve a case and the associated case line items. The case line items in a case can be in different states as the agent works to resolve each issue.

Table 1. Case line item states
State	Description
Draft	The case line item is in the Draft state. When a case is created and is in the Draft state, the associated case line items are also created in the Draft state.
New	The case line item is in the New state. When a case is submitted and moved to the New state, the associated case line items that are currently in the Draft state are also moved to the New state.
Work in Progress	The assigned agent is working on the case line item.
Awaiting Info	The assigned agent has requested additional information about the case line item and is waiting for a response.
Resolved - Accepted	The change to the case line item has been accepted.
Resolved - Denied	The change to the case line item has been denied.
Cancelled	The case line item has been cancelled.

Syncing the state of a case with the case line items

The Case lines and workflows application syncs the state of the case line items with the parent case.

Table 2. Case and case line item states
State	Description
Draft	When a case is created for an item with multiple lines, such as an order, new case line items are also created. The case and case line items are created in the Draft state.
New	When a case is submitted, the state is updated from Draft to New. The states of the associated case line items that are currently in the Draft state are also set to New.
Work in Progress	When an agent selects Assign to me on a case in the New state, the state is updated from New to Work in Progress. The states of the associated order case line items that are currently in the New state are also set to Work in Progress. If any of the associated case line items are set to Work in Progress, the case is set to Work in Progress.
Resolved	When a case is set to Resolved, the status of each associated case line item is also set to Resolved. If all of the case line items are Resolved, the case is set to Resolved.
Closed	If all of the case line items are in a terminal state, the case can be set to Closed. Terminal states include: Resolved - Accepted Resolved - Denied Cancelled
Cancelled	When a case in the Draft state is set to Cancelled, the status of each associated case line item is also set to Cancelled. Note: Agents can only cancel cases in the Draft state.