---
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


---

# Order case and order case line item states

# Order case and order case line item states {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read

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## Summary of Order case and order case line item states

Order cases and their associated line items progress through defined states that reflect the status of issue resolution.
These states guide agents through the lifecycle of handling order cases, ensuring clear tracking of progress and actions required.
Understanding these states helps ServiceNow customers effectively manage case workflows and coordinate resolution efforts with contacts or consumers.
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## Order Case States

* **Draft:** Initial state when creating an order case. Agents submit the case to move it and its line items to New.
* **New:** Case is submitted and awaiting assignment. Agents assign the case to themselves to begin work, moving it and related line items to Work in Progress.
* **Work in Progress:** Active resolution phase. Agents can request more information (moving to Awaiting Info) or propose a resolution (moving to Resolved).
* **Awaiting Info:** Waiting for additional details from the contact. Upon receipt, the case returns to Work in Progress.
* **Resolved:** Resolution proposed to the contact. Agents close the case once the resolution is accepted.
* **Closed:** Case resolution accepted and finalized. All line items must be in terminal states such as Resolved - Accepted, Resolved - Denied, or Cancelled.
* **Cancelled:** Only order cases in Draft can be cancelled, which also cancels all associated line items.

## Order Case Line Item States

* **Draft:** Initial state aligned with the order case's draft status.
* **New:** Set when the parent order case is submitted.
* **Work in Progress:** Active handling of the line item.
* **Awaiting Info:** Additional information requested for the line item.
* **Resolved - Accepted / Resolved - Denied:** Indicates whether the proposed change was accepted or denied.
* **Cancelled:** Line item is cancelled, typically when the parent case is cancelled in Draft.

## Synchronization Between Order Cases and Line Items

State transitions in an order case automatically update the states of associated line items to maintain consistency:

* Creating a case in Draft sets all line items to Draft.
* Submitting the case (Draft to New) updates all Draft line items to New.
* Assigning the case to an agent (New to Work in Progress) updates all line items to Work in Progress; any line item in this state also sets the case state accordingly.
* Resolving the case updates all line items to Resolved; the case is Resolved only when all line items are resolved.
* Closing the case requires all line items to be in terminal states (Resolved - Accepted, Resolved - Denied, or Cancelled).
* Cancelling a Draft case cancels all associated line items.

## Practical Implications for ServiceNow Customers

Understanding these states enables agents to manage order cases and line items efficiently, ensuring clear communication and streamlined resolution processes. The synchronization of states between cases and line items helps maintain data integrity and provides visibility into the progress of individual issues within an order case. Customers can confidently use the available actions to move cases through their lifecycle and ensure timely resolution and closure.  
Order cases and order case line items move through several different states as agents work to resolve the individual case lines in order cases.

## Order case states {#csm-order-ops-order-case-states__section_jzl_ck3_lcc}

Order cases can be in the states listed in the following table. Actions available on the order case record enable agents to move cases from one state to another.{#csm-order-ops-order-case-states__table_owz_fk3_lcc__entry__2}

| State | Description |
|-|-|
| Draft | The order case is in the Draft state. Select Submit on the order case record page to move the order case and all of the order case line items that are currently in the Draft state to New. |
| New | The order case has been submitted and is in the New state. Select Assign to me on the record page to assign the case to the logged-in user and move the order case and all of the order case line items currently in the New state to Work in Progress. |
| Work in Progress | The assigned agent is working on the order case. Select the following actions: * Request Information: use this action to request additional information from the contact or consumer. The state moves to Awaiting Information. * Resolve Case: use this action to propose a resolution to the contact or consumer. The state moves from Work in Progress to Resolved. {#csm-order-ops-order-case-states__ul_dyf_3l3_lcc} |
| Awaiting Info | The agent is waiting for the contact to provide the requested information for the order case. Select Information Received to move the order case back to Work in Progress. |
| Resolved | The agent has proposed a resolution for the order case to the contact. Select Close Case on the record page to move the order case to Closed. |
| Closed | The order case has been resolved and the resolution has been accepted by the contact. When all of the case line items for an order case are in a terminal state, the case can be set to Closed. Terminal states include: * Resolved - Accepted * Resolved - Denied * Cancelled {#csm-order-ops-order-case-states__ul_am4_31x_gdc} |
| Canceled | The order case has been canceled. Select Cancel to cancel an order case. Note: You can only cancel order cases in the Draft state. |
[Table 1. Order case states]

{#csm-order-ops-order-case-states__table_owz_fk3_lcc}

## Order case line item states {#csm-order-ops-order-case-states__section_nkd_2cm_fdc}

Order case line items can be in the states listed in the following table. The case line items in an order case can be in different states as the agent works to resolve each issue. {#csm-order-ops-order-case-states__table_vx3_gcm_fdc__entry__2}

| State | Description |
|-|-|
| Draft | The order case line item is in the Draft state. When an order case is created and is in the Draft state, the associated order case line items are also in the Draft state. |
| New | The order case line item is in the New state. When an order case is submitted and moved to the New state, the associated order case line items that are currently in Draft state are also moved to the New state. |
| Work in Progress | The assigned agent is working on the order case line item. |
| Awaiting Info | The assigned agent has requested additional information about the order case line item and is waiting for a response. |
| Resolved - Accepted | The change to the order case line item has been accepted. |
| Resolved - Denied | The change to the order case line item has been denied. |
| Cancelled | The order case line item has been cancelled. |
[Table 2. Order case line item states]

{#csm-order-ops-order-case-states__table_vx3_gcm_fdc}

## Syncing the state of an order case with the order case line items {#csm-order-ops-order-case-states__section_vv5_mmk_tcc}

State changes for an order case can result in state changes for the associated order case line items. These changes are detailed in the following table.  
{#csm-order-ops-order-case-states__table_ptj_wmk_tcc__entry__2}

| Order case state | Order case line item tate |
|-|-|
| Draft | Saving a new order case creates the case in the Draft state. Order case line items for the order case are also created in the Draft state. |
| New | When an agent submits an order case, the state is updated from Draft to New. The states of the associated order case line items that are currently in Draft state are also set to New. |
| Work in Progress | When an agent selects Assign to me on an order case in the New state, the state is updated from New to Work in Progress. The states of the associated order case line items are also set to Work in Progress. If any of the case line items are set to Work in Progress, then the case is also set to Work in Progress. |
| Resolved | If a case is set to Resolved, the status of each of the case line items is also set to Resolved. If all of the case line items are Resolved, then the case is set to Resolved. |
| Closed | When all of the case line items for an order case are in a terminal state, the case can be set to Closed. Terminal states include: * Resolved - Accepted * Resolved - Denied * Cancelled {#csm-order-ops-order-case-states__ul_ggq_kkg_gdc} When an agent selects Close Case on an order case in the Solution Proposed state, the system updates the state to Closed. |
| Cancelled | When a user selects Cancel on an order case in the Draft state, the system updates the state to Cancelled. States for the order case line items associated with the order case are also set to Cancelled. Note: You can only cancel order cases in the Draft state. |
[Table 3. Order case and order case line item states]

{#csm-order-ops-order-case-states__table_ptj_wmk_tcc}