Cases

A case is a customer’s support request, question, or complaint. It carries the customer relationship on it directly — the account, the contact who raised it, and (for consumer cases) the individual and household — so every case is worked with the full customer context alongside it.

Creating a case

At minimum a case needs a Short description and an Account. From there you can attach a Contact (the person at the account who reported the issue), a Product or Asset the case relates to, and the Channel it came in on (Web, Phone, Email, Chat, Social, or Self-service). Case type (Question, Issue, Feature Request, Complaint, Billing) and Category (Account, Billing, Product, Service, Technical) classify it for routing and reporting.

Triage: impact, urgency, priority

Impact and Urgency are each rated 1 - High / 2 - Medium / 3 - Low and together drive Priority (1 - Critical through 5 - Planning), the same derivation pattern used on incidents. Severity is tracked separately from priority.

Assignment and working status

Route the case to an Assignment group, then to an individual Assigned to — or use Assign to me to pick it up as your own with one action. Beyond assignment, a case carries an Action status — the agent’s current working posture: Proceeding, Awaiting info, Blocked internally, or Blocked externally — so a case’s queue position reflects not just its state but whether it’s actually moving.

States

State	What it means	Typical next action
New	Logged but not yet worked.	Open case
Open	Actively assigned and being worked.	Move to Under Review once triage/diagnosis is done
Under Review	Under review — being validated or checked before it’s considered resolved.	Mark Review Complete
Review Complete	The review has passed; the case is ready to close.	Close case (collects a resolution code and notes)
Closed	Terminal. Resolution recorded.	Reopen if the issue recurs
Cancelled	Terminal. Logged in error, a duplicate, or withdrawn.	—

Cancel is available from any of the active states (New, Open, Under Review, Review Complete) and asks for resolution notes explaining why. Reopen moves a Closed case back to Open and asks for a comment.

Closing a case

Close case is blocked until you provide a Resolution code (Solution provided, Resolved by request, Resolved by customer, Workaround provided, Cannot reproduce, or Duplicate) and resolution notes. You can also record a Cause — Product defect, User error, Configuration, Documentation, Third party, or No fault found — to capture why the case happened in the first place, separate from how it was resolved.

Child cases and complaint cases

Create Child Cases is available on an Open or Under Review case, for splitting out related work under a Parent case link. A Complaint Case is a case subtype that carries the same lifecycle and fields as a standard case but opens in a tabbed record layout — Details, Tasks, Attached Knowledge, Interaction, Knowledge Gaps, Requests, and Related Cases — for tracking a customer complaint’s investigation alongside the case itself.

Major case escalation

A case carries a Major case state (Proposed, Promoting, Accepted, Rejected, Completed) for flagging it as part of a high-impact, multi-case event. Major Issue Management coordinates that event across every case it touches, and the Customer Service Manager dashboards surface the resulting metrics — customers impacted and child cases auto-created from the major case.

Related records

Opening a case surfaces its Case Tasks, Affected CIs, Knowledge articles, and Child Cases as related lists, plus the customer-360 and SLA panel described in Accounts and contacts.