Case states

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
    • Summarize
    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

    A customer service case can transition through various states as agents gather information and work towards resolution. Understanding these states and the associated actions is crucial for effective case management in ServiceNow.

    Show full answer Show less

    Key Features

    • New: The initial state when a case is created through various channels. Agents can assign the case to themselves, accept it, update, close, or delete it. Customers can also update or close the case.
    • Open: This state indicates the case is assigned to an agent. Agents can update the case, request additional information (changing the state to Awaiting Info), propose a solution (transitioning to Resolved), close, or delete the case.
    • Awaiting Info: Triggered when an agent requests more information from the customer. Agents can change the state back to Open, update, close, or delete the case. Customers can update or close the case.
    • Resolved: Occurs when an agent proposes a solution and provides necessary resolution details. Agents can update the case, while customers can accept (leading to Closed) or reject the solution (returning to Open).
    • Closed: This state is reached when a customer accepts a solution. Agents or customers can close the case at any time, except when it is Resolved. Resolution notes are required from agents or managers but not from customers.

    Key Outcomes

    By understanding case states, ServiceNow customers can efficiently manage customer service cases, ensuring timely responses and appropriate actions are taken at each stage, ultimately improving customer satisfaction and case resolution rates.

    A customer service case can be in one of several states as the agent gathers information and works toward a resolution.

    Table 1. Customer service case states
    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.
    Actions the customer can take:
    • Update: updates the case.
    • Close Case: Closes the case
    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.
    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.
    Actions the customer can take:
    • Update: Once the customer updates the case, the state changes to Open.
    • Close Case: Closes the case.
    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.
    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.

    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.