CA RiskMinder Administration Guide › Managing Cases › Case States › In Progress

In Progress

While a CSR is working on a case, the case state remains In Progress. In other words, when they click the Cancel button for the current case or click the Go To Next Case button to move to the next case assigned to them, the currently open case state changes to Open, or to the state that they explicitly changed the case to.

Note: A CSR and Queue Manager can change the status of a case from On Hold to In Progress.