Case statuses and their meaning

The life of a case from new to closed, what each status means and what the requester sees.

For Agents and Admins · Updated

Staff seeRequester seesMeaning
NewReceivedJust arrived; AI has not finished reading it yet
OpenWaiting for supportClassified and waiting for someone to work on it
Awaiting approvalWaiting for approvalA request form needs an approver's decision first
In progressIn progressSomeone is working on it
On holdOn holdWaiting on something outside the desk (a vendor, a part, the requester)
ResolvedResolvedThe work is done; the requester can still say it is not fixed

Resolved is not the end

  • The requester is asked whether it is fixed. Yes closes the case at once. Not fixed reopens it in progress and tells the owner.
  • A requester who replies to a resolved case (in the portal, the widget or by email) reopens it the same way.
  • If nobody answers, the case closes automatically after the number of days set under Settings › Case setup (5 by default).
  • A reply to a closed case starts a new case linked to the old one, so history is never rewritten.

On hold and SLA

Cases on hold and cases awaiting approval are not escalated while they wait. Their due date stays as it was.

  • Resolving and closing cases Resolution notes, closure codes, required fields and open tasks, and how cases close.
  • Response and resolution targets How SLA targets are set per case type and priority, and how a case's due date is calculated.
  • Approvals Multi-stage approval for request forms, approving from My approvals or by email, and delegation.

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