1. REDIRECT 5.3:Agent-guide/Work/KnowledgeBase/Overview

Case State

Agent Desktop allows you to assign state to cases, which may be used to organize and classify your case workload. The activity history for changes in the case state can be searched, that is, if a case changes from New to Open or from Open to Pending, that is tracked as well.

For more information about cases, see My Cases Interface and Search & Preview Records Interface.

The following states can be applied to cases.

New

This state is for new, unopened cases.

The New case state

Open

This state is for cases that have been opened but are not yet processed.

The Open case state

Pending

This state is for cases that require further action. When a case is marked as Pending, you must select a corresponding Case Pending Reason. Case Pending Reasons are defined by your system administrator and allow you to provide additional information as to why a case is pending.

The Pending state with pending reason

Resolved

This state is for cases that are completed. Note that cases marked as Resolved will automatically switch to the Open state if a new email is received or if the agent uses the case on any interaction. Cases marked as Resolved can have changes made to them and will stay in the Resolved state for a period of time as configured by your administrator; after this point, the case will be Closed. Additionally, when marking a case as Resolved, you will have the opportunity to disposition it.

The Resolved case state

Closed

This state is for cases that have exceeded the period of Resolved days (as configured by your administrator). Changes cannot be made to closed cases; however, it is possible to create a follow-up case from a closed case.

The Closed state

Case Activity

The change in case state activity can be tracked on the Details Tab page. Clicking the link beside the Case Status will allow you to sort between cases currently in the various states: All, New, Open, Pending, Resolved, and Closed.

Cases