Case and Issue Status

Every case can have one of the following statuses:

• Open: indicates the case is still being actively worked on and further action is still required.

• Closed: indicates that no more work is required on the case and that all issues have been appropriately resolved.

Every issue on the case also has an "Open" or "Closed" status. To mark a case status as "Closed," all the issues must first be marked as "Closed."

Typically, you will not be able to directly edit the Status field on either issues or cases. It is more likely that you will need to post an action that will modify the status appropriately.

The term "closed" applies to cases in two unrelated ways: "marking the case status as Closed" and "closing a Case Window." This document uses these phrases or similar ones to avoid confusion.