Assuming it's the same as Enterprise when dealing with CAD.

1. Make sure you have the reason codes created.

2. Make sure you've enabled the data and the automatic state change.

3. Make sure they are set in the right workflow.

david

I'm not an Express person and also am projecting based on Enterprise .... so let me add, and make sure the check box is checked on the page where you assign them to the workflow.

Oh, and make sure the agent you are testing has that workflow assigned, and not the "Default".

Regards,

Geoff