Rejecting a Request via the Self Service Portal

Idea ID 1627711

Rejecting a Request via the Self Service Portal

Briefly describe your idea
Configure the cabability to force the user to add rejection reason, when rejecting a solution portal/app/email. They can add comments to the request, buth nothing forces them to do so

Why is this important, when it would it be used
Gives more feedback to the agent in the resolution process before the survey has been completed

7 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 kudus, and we’re looking forward to input from the community. Once there is enough community traction, it will be reviewed by the product team

Super Contributor.
Super Contributor.

This would be useful, we see this quite often, and the first thing we have to do is then contact the user to find out why they rejected it anyway.

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

Hello,

There is duplicate post for the same request. Can anybody  merge them or give the same likes to the other one?

https://community.microfocus.com/t5/SMA-Idea-Exchange/Mandatory-comment-before-rejecting-request-s-resolution-in/idi-p/1682427

 

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

Yes! As benwatt already stated, rejection reason needs to be identified anyways. Very often the request/change itself could be accepted but there are some minor details that needs to be adjusted before executing. If the rejection reason would be recorded into the rejection, the agent could communicate directly with the stakeholders, modify the request and put it into approval rotation again.

Regular Contributor.
Regular Contributor.

It would be great to have same funtionality as Approval rejection has.

Micro Focus Contributor
Micro Focus Contributor

customers consider this feature a normal use of Trouble Ticketing Service

Micro Focus Frequent Contributor
Micro Focus Frequent Contributor
Status changed to: Under Consideration

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.

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