--- 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 --- # Case states # Case states {#ariaid-title1} Release version: Zurich Updated July 31, 2025 ![](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 progress through defined states as agents and customers collaborate to resolve issues. These states help track the case lifecycle from creation to closure, ensuring clear communication and proper handling at each step. Show full answer Show less ## Case States and Actions * **New** : Initial state when a case is created via channels like customer portal, email, chat, telephone, or the Customer Service application. * Agent actions: Assign to self (moves to Open), Accept (if assigned by manager, moves to Open), Update, Close, or Delete the case. * Customer actions: Update or Close the case. * **Open** : Case is assigned to and accepted by an agent. * Agent actions: Update, Request additional info from customer (moves to Awaiting Info), Propose solution (requires Resolution Code and Notes, moves to Resolved), Close, or Delete the case. * **Awaiting Info** : State after an agent requests more information from the customer. * Agent actions: Reopen case (moves back to Open), Update, Close, or Delete. * Customer actions: Update (moves case back to Open) or Close. * **Resolved** : Agent has proposed a solution with mandatory resolution details entered. * Agent actions: Update case as needed. * Customer actions: Accept solution (moves to Closed and triggers survey), Reject solution (moves case back to Open), Close, or Delete the case. * **Closed** : Final state after customer accepts solution or the case is closed by an agent, manager, or customer (except when in Resolved state). * Agents or managers closing a case must include resolution notes; customers do not. * Case updates are not allowed once closed. ## Practical Implications for ServiceNow Customers Understanding these states enables your support teams to manage cases efficiently, ensuring proper assignment, timely information gathering, clear resolution communication, and appropriate closure. Enforcing mandatory resolution details when proposing solutions improves accountability and customer satisfaction. Allowing customers to accept or reject solutions empowers them and maintains transparency. The state transitions facilitate automated workflows and notifications, helping your organization deliver consistent and effective customer service. 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=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US)