Time required: Approximately 6-8 minutes reading time
Prerequisites:
Active Captured Knowledge account
Understanding of basic case concepts (see Introduction to Captured Knowledge)
Expected results: After reading this guide, you will know exactly when to use each case status, understand automatic status changes, and apply consistent status usage across your team.
Your colleague asks "What's happening with the water leak case?" You check - it says "In Progress" but nothing has happened for five days. The plumber is actually waiting for a callback, but the status doesn't reflect this. Your team can't tell blocked cases from active ones.
Consistent status usage prevents this confusion. This guide explains when to use each status so your team always knows what's happening.
What Are Case Statuses?
Case statuses communicate the current state of a property management issue. Each status reflects where the case stands in your workflow, from initial receipt to final resolution.
Statuses serve three purposes:
Personal workflow - Track which cases need your attention right now
Team coordination - Show colleagues what is being worked on and what is blocked
Filtering and reporting - Group cases by status for reviews and metrics
When everyone on your team uses statuses consistently, you can filter your case list effectively and quickly identify which issues need action.
Status Definitions with Examples
Unread
Definition: System created the case or new communication arrived. You have not reviewed it yet.
When this status is set:
Automatically when a new case is created from an incoming email
Automatically when a new email arrives for an existing case (even if previously Resolved)
Common scenarios:
Tenant sends first email about broken heating → System creates case with Unread status
Follow-up email arrives on a Resolved case → Status automatically changes back to Unread
This is the only status set automatically by the system. Email arrival triggers Unread status because new communication requires your response.
Open
Definition: You have reviewed the case and understand the issue, but have not started executing actions yet.
When to use:
After reading an Unread case and confirming it is legitimate
When you need to wait briefly before starting work (checking colleague availability, reviewing similar issues)
When prioritizing multiple cases before diving into execution
Common scenarios:
You review a maintenance request, confirm it is valid, and mark it Open while you finish another urgent task
Case requires specialist knowledge, so you mark it Open and message a colleague for input before proceeding
Tip: Many property managers move from Unread → Open → In Progress quickly during morning review, marking all legitimate cases Open first, then working through them systematically.
In Progress
Definition: You are actively working to resolve the issue. Actions are being executed, not blocked.
When to use:
When you start executing the first action (creating ERP ticket, sending acknowledgment email)
While creating work orders, contacting service providers, or communicating with tenants
Whenever you are taking concrete steps toward resolution
Common scenarios:
You just sent an acknowledgment email to the tenant → In Progress
You are creating a work order and scheduling a service provider → In Progress
You called the plumber and confirmed availability, now documenting it → In Progress
Important distinction: If you are waiting for someone else (tenant response, vendor availability, parts delivery), switch to Pending. In Progress means YOU are actively working.
Pending
Definition: Issue resolution is blocked waiting for external input or action. You cannot proceed until something happens.
When to use:
Waiting for tenant to respond with availability for repair appointment
Waiting for service provider to confirm when they can start work
Waiting for parts to arrive before repair can proceed
Waiting for building owner approval for expense above threshold
Waiting for insurance company to process damage claim
Common scenarios:
Service provider said "I will call back tomorrow with availability" → Pending
Tenant has not responded to appointment confirmation for 3 days → Pending
Work order is created but vendor needs to order specialized part → Pending
Why this status matters: Pending cases should not sit ignored. Check Pending cases daily to follow up if waiting periods exceed reasonable timeframes.
What Pending is NOT:
❌ Not for cases you will work on later today (use Open)
❌ Not for cases where you need to think about next steps (use Open)
✅ Only for cases where you are blocked by someone else
Resolved
Definition: The issue is completely fixed, tenant is satisfied, and everything is documented in the ERP system.
When to use:
Tenant confirms repair is complete and working correctly
Issue is fully documented (ERP ticket complete, work orders closed, costs recorded)
No further action is needed
Common scenarios:
Plumber fixed faucet, tenant replied "Yes, it is working perfectly, thank you" → Resolved
Service provider completed work, tenant satisfied, work order closed in ERP → Resolved
Internal task completed, all documentation updated → Resolved
Important: Marking Resolved means you consider this case DONE. If the tenant sends a new email to a Resolved case, the system automatically reopens it to Unread status because new communication requires your attention.
Best practice: Wait for tenant confirmation before marking Resolved. If the tenant replies "Actually, the problem is still there," you would need to reopen manually. Better to keep as In Progress until confirmed.
Rejected
Definition: This case should not be handled. It is spam, a duplicate, out of scope, or otherwise invalid.
When to use:
Email is marketing spam or unrelated to property management
Duplicate case (already handled in another case)
Email was sent to wrong address or wrong property management company
Tenant inquiry is outside your scope of responsibility
Common scenarios:
Advertisement email from a contractor → Rejected
Tenant accidentally sent personal email to support address → Rejected
Case was created for wrong building due to email parsing error → Rejected
Follow-up email about issue already fully handled in a different case → Rejected
Use sparingly: Rejected should be rare. Most tenant communications are legitimate even if they seem off-topic. When in doubt, mark Open and investigate before rejecting.
Status Quick Reference Table
Status
Set By
Meaning
When to Use
Unread
System (automatic)
New case or new email arrived
Never set manually - system sets when emails arrive
Open
You
Reviewed, ready to work
After confirming case is legitimate
In Progress
You
Actively working on resolution
When executing actions (emails, tickets, work orders)
Pending
You
Blocked, waiting for external input
When you cannot proceed without someone else
Resolved
You
Issue fixed, tenant satisfied
When work complete and tenant confirms satisfaction
Rejected
You
Invalid case, will not handle
Spam, duplicates, or out of scope
Example: Heating Repair Case Timeline
See how statuses change through a real case:
Monday, 9:15 AM - Tenant Maria emails about broken heater → Status: Unread (system sets automatically)
Monday, 9:20 AM - You review the case and confirm it's urgent → Status: Open (you set this)
Monday, 9:45 AM - You create ERP ticket and call service provider Heizung Schmidt → Status: In Progress (you're actively working)
Monday, 10:00 AM - Service provider says "I'll call back tomorrow with availability" → Status: Pending (blocked waiting for callback)
Tuesday, 8:00 AM - Service provider confirms 2:00 PM appointment today → Status: In Progress (you're updating tenant and documenting)
Tuesday, 3:00 PM - Repair completed, tenant confirms "Heat is working perfectly" → Status: Resolved (tenant satisfied, fully documented)
Key insight: The case spent time in Pending because you were waiting on the service provider. This was correct - your colleagues could see the case was blocked, not forgotten.
When Status Changes Automatically
Cases Automatically Reopen to Unread
IMPORTANT: When a new email arrives on an existing case (even if marked Resolved), the case automatically changes to Unread status.
Why this happens:
New tenant communication requires your response
Tenant might be reporting new problem or confirming old problem is not fixed
System ensures you do not miss follow-up communications
This is NORMAL behavior, not a bug.
Example:
Monday: Tenant reports leaky faucet
Tuesday: You fix it, tenant confirms "fixed," you mark case Resolved
Friday: Tenant sends new email "The faucet is leaking again"
System automatically reopens case to Unread status
You see it in your Unread list and respond appropriately
What does NOT trigger automatic reopening:
❌ Phone calls (you log these manually, so you are already aware)
❌ ERP imports (system events, not requiring immediate response)
❌ Work order status updates (internal system events)
✅ ONLY email arrival causes automatic reopening
Status Does NOT Change When You Link Items
Common misconception: "When I click 'Link to case,' the status changes."
Reality: The status already changed to Unread when the email arrived. Linking the email to the case does not change the status again - the status was set before you reviewed it.
Timeline:
Email arrives at [email protected] → System creates linking action → Status changes to Unread
You open case and see Unread status → You review linking action
You click "Link to case" → Email is linked → Status remains Unread
You change status to Open or In Progress based on what work you plan
Status and Team Workflows
Why Consistent Status Usage Matters
Inconsistent status usage causes problems:
Problem: Team member marks everything In Progress immediately, even when blocked.
Result: You cannot filter to see what is actually being worked on versus waiting.
Problem: Team member never uses Pending, keeping blocked cases as In Progress.
Result: Cases sit "In Progress" for weeks with no actual progress.
Solution: Agree as a team on status usage and stick to it.
Recommended Team Workflow
Morning routine (9:00 AM):
Filter for Unread cases
Review each Unread case
Link pending emails to cases
Change legitimate cases to Open
Reject spam/duplicates immediately
During the day:
Pick an Open case to work on
Change to In Progress when you start
Execute actions (send emails, create tickets, create work orders)
Change to Pending if waiting for external response
Change to Resolved when tenant confirms completion
Before closing (5:00 PM):
Check all In Progress cases - are any actually Pending?
Review Pending cases - do any need follow-up?
Ensure Open cases have plan for next day
Using Status for Filtering and Reports
Effective filters:
"Show me cases I should work on right now" → Status: Unread, Open, Pending
"Show me cases actively being resolved" → Status: In Progress
"Show me cases waiting on others" → Status: Pending
"Show me completed work this week" → Status: Resolved, Date Range: This Week
Report examples:
Average time from Unread to Resolved → Tracks how fast you resolve issues
Number of Pending cases per day → Identifies bottlenecks (too many blocked cases)
Cases reopened after Resolved → Identifies issues not truly fixed first time
Common Mistakes and How to Avoid Them
Mistake 1: Marking Resolved Too Early
Problem: You mark a case Resolved as soon as the work order is completed, without waiting for tenant confirmation.
Why this is bad:
Tenant might email "It is still broken"
Case reopens to Unread status
You look unprofessional for marking it resolved prematurely
Solution: Keep case as In Progress until tenant confirms satisfaction. Only mark Resolved after receiving confirmation like "Yes, it works now, thank you."
Mistake 2: Confusing In Progress with Pending
Problem: You mark a case In Progress and leave it for days while waiting for vendor callback.
Why this is bad:
In Progress should mean YOU are actively working
Team cannot see what is blocked versus active
Case appears to be progressing when it is actually stalled
Solution: Change to Pending immediately when you start waiting for someone else. Add a note: "Waiting for plumber to confirm availability, expected callback by Thursday."
Mistake 3: Not Understanding Why Cases Reopen
Problem: You mark a case Resolved, then see it back in Unread list, and think "Why did this reopen? Is there a bug?"
Why this happens:
Tenant sent a follow-up email (maybe thank you note, maybe new problem)
System automatically reopened to Unread because new email arrived
This is correct behavior to ensure you do not miss communications
Solution: Understand this is normal. Check the new email, respond if needed, then mark Resolved again if no action required.
Mistake 4: Overusing Rejected Status
Problem: Team member marks many legitimate tenant inquiries as Rejected because they seem "off-topic" or "not urgent."
Why this is bad:
Rejected means "we will not handle this at all"
Tenant issues might be legitimate even if unusual
Important communications might be lost
Solution: Use Rejected only for clear spam or duplicates. If unsure, mark Open and investigate. You can always reject later after review.
Mistake 5: Leaving Cases as Open Indefinitely
Problem: You mark cases Open but never move them forward, leaving dozens of Open cases accumulating.
Why this is bad:
Open is meant for "reviewed and ready to start soon"
Too many Open cases means you are not prioritizing effectively
Work is not progressing
Solution: Treat Open as a short-term staging area. Cases should move from Open → In Progress within 1-2 days. If you cannot start within that time, add notes about why and when you will start.
Best Practices for Status Management
Update Status in Real Time
Do:
Change to In Progress as soon as you start work
Change to Pending the moment you start waiting
Change to Resolved immediately when tenant confirms
Don't:
Wait until end of day to update statuses in batch
Leave status unchanged for multiple days
Forget to update after important events (tenant response, vendor callback)
Why real-time updates matter: Your colleagues see accurate case state. Reporting is accurate. You do not forget where you left off.
Use Pending Proactively
Think of Pending as:
"I am waiting for X to happen before I can continue"
"This is blocked right now, but I will resume when Y occurs"
Add notes when setting Pending:
"Pending: Waiting for tenant availability (asked via email 2024-03-15)"
"Pending: Vendor ordered part, expected delivery Wednesday"
"Pending: Building owner approval needed for €500 expense"
Check Pending cases daily: Follow up if waiting periods exceed expectations.
Confirm Before Resolving
Best practice workflow:
Work order completed → Keep as In Progress
Send confirmation email to tenant: "The plumber fixed the faucet this morning. Please let us know if everything is working correctly."
Tenant replies "Yes, perfect, thank you" → Change to Resolved
Case is now documented complete with tenant satisfaction
Avoid: Marking Resolved immediately when work order closes. Give tenant chance to verify.
Document Status Changes
Add brief notes when changing status:
Open → In Progress: "Starting work - creating ERP ticket and contacting vendor"
In Progress → Pending: "Waiting for plumber callback by Thursday"
Pending → In Progress: "Plumber confirmed appointment for tomorrow 2 PM, updating tenant"
In Progress → Resolved: "Tenant confirmed repair complete via email 2024-03-15"
Why this helps: When you return to case later (or colleague takes over), they see complete status history and understand what happened.
Align Status with Actions
Your status should match your actions:
If status is In Progress, you should be:
Creating or executing actions (tickets, emails, work orders)
Communicating with tenants or vendors
Documenting progress in the case
If status is Pending, you should:
Have already taken action that you are waiting for response on
Be checking regularly for response
Have follow-up plan if response does not arrive
If status is Resolved, you should:
Have tenant confirmation or clear verification issue is fixed
Have all documentation complete in ERP system
Have no remaining actions to execute
Related Articles
Introduction to Captured Knowledge - Core concepts including cases, events, and actions
Quick Start Guide - Your daily workflow and common tasks
Linking Communications to Cases - Understanding how new emails trigger Unread status
Case Lifecycle Example - Complete walkthrough showing status changes from Unread to Resolved
Troubleshooting Guide - Solutions for common problems
Key Takeaways
✅ Unread is automatic - System sets this when emails arrive (never set manually)
✅ Cases reopen when emails arrive - This is normal, not a bug (prevents missed communications)
✅ In Progress = actively working - Not waiting, not blocked
✅ Pending = blocked by external dependency - Waiting for tenant, vendor, approval, parts
✅ Resolved = tenant satisfied + fully documented - Wait for confirmation before marking
✅ Status reflects reality - Update in real time as work progresses
✅ Consistent usage enables filtering - Team alignment makes status useful for workflow management
✅ Only email arrival changes status automatically - Phone calls and ERP imports do not trigger reopening
Remember: Status is a communication tool for your team and future self. Accurate, consistent status usage keeps everyone informed and helps you manage your workload effectively.