Rejected button should be displayed

Hi Expert!

We have requirement from the customer, Once the ticket status move to rejected,They should have option same as close button. 

Currently when the team is selecting reject status, Its populate rejection box, which is fair enough. Once you write the rejection comment's ticket doesn't get close. You need hit close button and close the ticket. While doing this function the ticket status automatically changes "close".

End of the month we don't have the count, how many ticket's were rejected all we find as "Closed".

Kindly help me with your suggestion/solution.

  • Hello,

    I dont remeber if it was you post about it before,  but what you can do is to use standard functionality and leave the tickets as closed (as it is intended by the process) and cut them for reporting based on th closure code Rejected.

     

    This will be most harmless modification for the requirement,

    As in other way you will have to set the field @Active@ (it vary in incidents and probsummary table) to the value of false which will lock the object and the status Rejected will be viewed as last in the cycle.

    In condition for close button you would have to set the exception for the Rejected status, so the button wont appear for such Interactions.

  • Hello,

    I dont remeber if it was you post about it before,  but what you can do is to use standard functionality and leave the tickets as closed (as it is intended by the process) and cut them for reporting based on th closure code Rejected.

     

    This will be most harmless modification for the requirement,

    As in other way you will have to set the field @Active@ (it vary in incidents and probsummary table) to the value of false which will lock the object and the status Rejected will be viewed as last in the cycle.

    In condition for close button you would have to set the exception for the Rejected status, so the button wont appear for such Interactions.

  • Hello,

    I dont remeber if it was you post about it before,  but what you can do is to use standard functionality and leave the tickets as closed (as it is intended by the process) and cut them for reporting based on th closure code Rejected.

     

    This will be most harmless modification for the requirement,

    As in other way you will have to set the field @Active@ (it vary in incidents and probsummary table) to the value of false which will lock the object and the status Rejected will be viewed as last in the cycle.

    In condition for close button you would have to set the exception for the Rejected status, so the button wont appear for such Interactions.