--- sourceDocument: Brazil Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Case states # Case states {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Case states Customer service cases in ServiceNow follow a defined lifecycle with distinct states as agents and customers collaborate to resolve issues. Understanding these states helps you manage cases effectively, ensuring clear communication and proper case handling from creation to closure. Show full answer Show less ## Case States and Actions * **New:** This is the initial state when a case is created via customer portal, email, chat, phone, or the Customer Service application. Agents can assign the case to themselves, accept assigned cases, update, close, or delete cases. Customers can update or close the case at this stage. * **Open:** When an agent accepts or assigns a case to themselves, the state changes to Open. Agents can update the case, request more information (moving the case to Awaiting Info), propose a solution (moving the case to Resolved by entering mandatory resolution code and notes), close, or delete the case. * **Awaiting Info:** Triggered when an agent requests additional information from the customer. Agents can update, reopen (return to Open), close, or delete the case. Customers can update the case (which moves it back to Open) or close the case. * **Resolved:** After proposing a solution with required resolution details, the case moves to Resolved. Agents can update the case. Customers can accept the solution (which closes the case and triggers a survey), reject the solution (which reopens the case), close, or delete the case. * **Closed:** The final state after a customer accepts a solution or an agent, manager, or customer closes the case. Cases in this state cannot be updated. When agents or managers close a case, resolution notes are mandatory; customers do not have to provide notes when closing. ## Practical Considerations Only customers can accept or reject solutions when a case is in the Resolved state. Agents and managers can close cases at any time except when the case is Resolved. Proper use of resolution codes and notes ensures clear documentation and smooth transitions between states. A customer service case can be in one of several states as the agent gathers information and works toward a resolution. {#r_CustomerServiceCaseStates__table_gft_fjr_3r__entry__2} | 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. {#r_CustomerServiceCaseStates__ul_t5g_f12_sr} Actions the customer can take: * Update: updates the case. * Close Case: Closes the case {#r_CustomerServiceCaseStates__ul_cp1_hf2_sr} | | 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. {#r_CustomerServiceCaseStates__ul_nph_n22_sr} | | 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. {#r_CustomerServiceCaseStates__ul_v2x_yg2_sr} Actions the customer can take: * Update: Once the customer updates the case, the state changes to Open. * Close Case: Closes the case. {#r_CustomerServiceCaseStates__ul_rzj_qh2_sr} | | 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. {#r_CustomerServiceCaseStates__ul_hys_j32_sr} | | 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. {#r_CustomerServiceCaseStates__ul_tcj_l1h_4r} 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. | [Table 1. Customer service case states] {#r_CustomerServiceCaseStates__table_gft_fjr_3r} **Related topics** * [State flows](https://www.servicenow.com/docs/access?context=c_StateFlows&version=brazil&pubname=brazil-servicenow-platform&ft:locale=en-US)