Which option is a major case state?

• A. Rejected
• B. Open
• C. New
• D. Cancelled

Answer: (D)

A major case state marks a significant milestone in a case’s lifecycle and is used for reporting and automation to show where the case stands at a high level. Cancelled fits this role because it indicates the case was terminated and will not proceed, effectively closing the case and stopping further processing or SLA activity. This makes it a terminal, widely recognized state that dashboards and workflows treat as a distinct end point.

New and Open are ongoing work states that show activity in the process but do not represent a final outcome. Rejected indicates a decision outcome that may lead to rework or re-evaluation, rather than a definitive termination of the case. Therefore, Cancelled stands out as the major lifecycle state.