Mandatory comment before rejecting request's resolution in service portal

Idea ID 1682427

Mandatory comment before rejecting request's resolution in service portal

Hi All,

When the end users are rejecting the request's solution using the "Reject" action button, the request (IT Support or Service) go to the review phase automatically .

Requirement:

An end-user's comment must be mandatoty (and/or configurable mandatory condition for a rejection reason at offering level) to explain the reason the the rejection.

3 Comments
Micro Focus Expert
Micro Focus Expert
Status changed to: Waiting for Votes

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. 

 

Honored Contributor.. Honored Contributor..
Honored Contributor..

Hi,

Agents/Technicians are calling back end users just because they can't see the reject reason. It would be a very good enhancement.

Regards,

Micro Focus Frequent Contributor
Micro Focus Frequent Contributor
Status changed to: Duplicate

It looks like this is a duplicate with this one [https://community.microfocus.com/t5/SMA-Idea-Exchange/Rejecting-a-Request-via-the-Self-Service-Portal/idi-p/1627711]. We are closing this idea; please add your comments and vote to the duplicate.

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