Idea ID: 1644604

Mandatory comment before closing request in portal

Status : Duplicate
over 3 years ago

In some offerings, we want to make it mandatory for the end user to add a comment before accepting a solution, not only when rejecting.

  • Thanks for submitting your idea! It looks like this is a duplicate with this one /it_ops_mgt/itsm/i/sma-x-ideas/rejecting-a-request-via-the-self-service-portal. We are closing this idea; please add your comments and vote to the duplicate.

  •  Thanks for all the votes and comments. We are looking into this as a future product enhancement. Check the notifications box to be emailed if the status changes.

  •  

    It is for audit. Some times we need more confirmation than pressing Accept.
    One scenario is where the service request offering gives a new user access to a system. The offering has automated tasks giving access via OO, but the requester has to perform some manual steps afterwards. For audit reasons we need the user to confirm his manual task in words, not only press Accept. There are several scenarios where a mandatory comment is very usefull.

  •  Hi  (or those that voted) - can you please share the use cases behind this request? Is it an audit or compliance, or is there certain information to capture or other???? What kinds of requests require the user to accept they are receiving what they requested? 

  • Thank you for sharing your idea! It’s open for comments and kudos, and we’re looking forward to input from the community. Once there is enough community traction, it will be further reviewed by the product team.