Case StateAgent Desktop allows you to assign ''state'' to cases, which may be used to organize and classify your case workload. For more information about cases, see [[Agent-guide/Work/CasesEmail/MyCasesInterface|My Cases Interface]] and [[Agent-guide/Work/SearchandPreviewRecords/SearchandPreviewInterface#Cases|Search & Preview Records Interface]].The following states can be applied to cases.This state is for new, unopened cases.[[File:New-Case-State-New-53.PNG|650px|thumb|center|The New case state]]This state is for cases that have been opened but are not yet processed.[[File:New-Case-State-Open-53.PNG|650px|thumb|center|The Open case state]]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.[[File:New-Case-State-Pending-With-Reason-53.PNG|650px|thumb|center|The Pending state with pending reason]]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|''Closed'']]. Additionally, when marking a case as ''Resolved'', you will have the opportunity to disposition it.[[File:New-Case-State-Resolved-53.PNG|650px|thumb|center|The Resolved case state]]This state is for cases that have exceeded the period of [[#Resolved|Resolved]] days (as configured by your administrator). Changes cannot be made to closed cases; however, it is possible to create a [[Agent-guide/HowtoSendaFollow-upOutboundEmail#From_a_Closed_Case|follow-up case]] from a closed case.[[File:Case-State-Closed-53.PNG|650px|thumb|center|The Closed state]]