Request Mgt: Change to Previous Phase
We have created customized form for the survey part on the service request module, we have two customized buttons for the end user
1. Submit - This will close the interaction once the end user clicks on submit after filling in the survey.
2. Reopen - Our intention is to change the phase of the Request from the "Customer follow-up" to "Request Fulfillment", however the workflow is not met, when a fulfillment team opens a request and clicks on next phase button the request has to move to the next phase, but its getting closed in our scenario. Not meeting the actual requirement.
Please advice to change the request phase to the previous phase when the user clicks on reopen button. I have attached the script which is called when a Reopen Do is called.
"Any help is highly appreciated"