How do Case States track case progress?

Every case in Service Center has a Case State telling you exactly where it is in the resolution process. Think of it as a workflow that moves a case from New to Open, and finally to Solved and Closed.

When an SCR changes a case state, they must also add their reasoning. This helps keep the entire team on the same page and provides valuable context.

A case can only be moved to the Solved state once it’s in the Open state.

How is the initial Case State set?

• If you create a case during a live customer phone call, it starts in the Open state.

• If you create a case any other way, for example, from the Account Search tab, it starts in the New state. You can then move it Open as long as it has an Account, Case Owner, and a Queue assigned.

How can I change the Case State?

Let’s say a customer emails you with an issue that needs to be escalated. Here’s how you would change the Case State to Escalated and then back to Open.

1. Select and expand the Case State drop-down menu from the case view

2. Select Escalated.

3. Enter the reasoning and/or context for the state change, select Change Case State.

4. Address the Account’s concern according to organizational standards.

5. Select and expand the Case State drop-down menu from the case view.

6. Select Open.

7. Enter the reasoning and/or context for the state change, select Change Case State.

Why can't I close a case?

You can’t manually change a case to the Closed state. Once a case is marked as Solved, the system automatically closes it after a set amount of time. This gives you a window to reopen the case if you need to add more details before it’s permanently closed.