View source for Case States and Transitions

This article introduces you to the states a Case travels through, from the moment it arrives until the moment it is closed. 

====Case Status Values====
The default values defined for the '''Case Status''' field are ''New'', ''Open'', ''Pending'', ''Resolved'', ''Reopened'', and ''Closed''. Each value defines a ''state'' that the case is in. 
{{Note|<br>
It is entirely possible to [[modify the list of status values]]. It is then possible to define [[Rules]] that automatically transition between them, and set up procedures for Case Agents to follow for manual transitions. In most cases however, the default states will be sufficient.}}

====State Transitions====
The diagram below shows how a Case flows through the possible states, along with the actions that transition a Case from one state to the next. Automated actions taken by the system are shown with dashed blue lines. Manual actions taken by a Case Agent are shown with solid gray lines.
:{| border="1" cellpadding="5" cellspacing="1"
|-
| rowspan="7" | [[File:CaseStates.png]]	
|
A new case is created with status = '''New'''.

|-
| When assigned or claimed, status is typically changed to '''Open'''.
:* The case can also be assigned automatically when an agent responds to a case, changing the status in the process, if configured in the Company Information [[Company Information#case settings|Case Settings]].

|-
| || When an agent needs more information from the customer, they mark the case '''Pending''', to remove it from the current case list. When they receive a reply, they change it back to '''Open '''(or '''Reopened''').

|-
| || Normal case work involves communicating with the customer, investigating, and answering questions. [[Tasks]] may also need to be completed after being created manually or as part of an automated process.

|-
| || When case work and tasks are completed, the agent decides whether to mark the case '''Resolved''' or go directly to '''Closed'''.
:* If enabled, a [[Survey]] is sent out when the Case enters the '''Resolved''' state. It can also be sent when the case is '''Closed''', depending on the [[Survey Settings]].

|-
| || Depending on the customer's reaction to the survey, the Case is '''Reopened''', or '''Closed'''.
:* A Timer Rule can also be set up to close the case automatically after a period of time has elapsed with no response from the customer.

|-
| || &nbsp;
|}	  
<noinclude>

[[Category:Info]]
[[Category:Case Management]]
[[Category:ServiceDesk application]]
</noinclude>