Case status

The case status is shown for better clarity and monitoring of the solution. There are three possible statuses the cases can have: 

1. New
   - The status of each new incoming case is New by default.
   - The text is highlighted and the case is marked with a red dot.
   - A case is in the New status until someone changes the status (the status never changes by itself). 
   - Once someone changes the status from New to something else, it can't be reverted.
   - Once someone moves a case from New to Open/Closed and there is no one assigned to it yet, he/she is automatically assigned.
   
2. Open
   - Open status is for cases that are in progress and where communication with the sender is ongoing.
3. Closed
   - After you have successfully closed a case and the communication with the sender has ended, you mark the report as Closed.
   - Once you change the status to Closed, you will be prompted to fill in the reason and any comments for closing the case.
   - A case that is in Closed status does not allow further communication with the sender. If you need to resume communication, you can move the case back to Open status.

To change the status, use the menu on the right side of the case detail.