---
sourceDocument: Zurich Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Post case review record states

# Post case review record states {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Post case review records can be in a number of different states as they are created,
approved, and published.
{#case-digests-pcr-record-states__table_asf_1th_bhb__entry__2}

| State | Description |
|-|-|
| New | A case review record has been created but is not yet assigned to an agent. |
| In Progress | A case review record has been created and is assigned to an agent. |
| Awaiting Approval | An agent created a case review document from the case review record and sent it to one or more approvers. |
| Approved | The case review document has been approved by one or more approvers. |
| Closed | The case review record has been closed. |
[Table 1. Different states of post case review records]

{#case-digests-pcr-record-states__table_asf_1th_bhb}