This article describes the statuses used throughout the Case Management lifecycle.
Use this reference to understand how case statuses appear to Case Agents and employees, and what each status indicates during case processing.
Cases move through a defined lifecycle from creation to closure. The employee portal displays simplified status labels, while the agent workspace shows more detailed internal statuses to support case management.
| Agent status | Employee status | Description |
| New | Open | The case has been created but has not yet been assigned or actively worked. |
| In Progress | Open | A Case Agent is actively working on the case. |
| Waiting | Waiting on you | The case is waiting for a response or additional information from the employee. |
| On Hold | On hold | Work on the case is temporarily paused while waiting for an external dependency, such as information from another team or system. |
| Resolved | Resolved | The issue has been addressed. The employee may be prompted to complete a satisfaction survey before the case closes. |
| Closed | Closed | The case has been permanently closed after the configured grace period. |
| Canceled | Canceled | The requester or a Case Manager canceled the case before completion. |