## What's in this article?

Cases and Work Orders in CXME move through a series of statuses that reflect where they are in their lifecycle. Understanding these statuses helps users quickly assess what action, if any, is needed at a glance.

## Case Statuses

Cases can be in any of the following statuses. Some transitions happen automatically based on system rules, while others are triggered by user actions.

| Status     | Description                                                                                                                                                                                                                                                                                                            |
|------------|---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|
| **New**    | **Definition** - The Case is new and ready for action.<br>**Definition** - A Case created without an Owner User will remain in New status until it is claimed or assigned to a user.                                                                                                                                  |
| **Ready**  | **Definition** - The Case is ready for action from the owner team and user.<br>**Details** - Cases that have an Owner User assigned will be in Ready status. Unassigning a Case will not move it back to New status. This indicates the Case is ready for action.                                               |
| **Waiting**| **Definition** - The Case is waiting for an update from someone else. Not action needed. This is sometimes referred to as 'snooze' in some systems.<br>**Details** - A User can manually set a Case to Waiting by clicking the **Set to Waiting** button in the case header panel. Clicking the same button again will move the Case back to Ready status. If the User selected a wake time when setting the Case to Waiting, it will automatically return to Ready status at that time. A case in a Waiting status will also automatically move back to Ready when a new communication or update is received. Note: Cases that were in New status when set to Waiting will move to Ready status — not back to New — upon waking.  |
| **Resolved**| **Definition** - The Case has been completed.<br>**Details** - A Case moves to Resolved status when a User clicks the **Set to** **Resolved** button and selects _Completed_ or _Unresolved_ as the Resolution Status. Chat Cases are automatically resolved when the Customer clicks or taps **End Chat**. If a Customer sends a new message on a chat or email Case that is in Resolved status, the Case will move back to Ready status. The Case will remain in a Resolved Status for 2 weeks and then automatically moved to Closed.  |
| **Closed** | **Definition** - The Case has been completed and closed.<br>**Details** - Cases in Resolved status will automatically move to Closed after two weeks of inactivity. Any new messages received after a Case is Closed will create a new Case rather than reopening the case.                                                                             |
| **Canceled**| **Definition** - The case has been canceled. This is typically due to duplicates, errors, or mistakes.<br>**Details** - A Case moves to Canceled status when a User clicks the **Set to Canceled** in the case header. No surveys or automated communications will be sent to the Customer for Canceled Cases.

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