Case Resolution Acceptance Tracking

[Christopher Sik]

I have some agents who would like to track the number of case resolutions that are accepted/rejected by the ir customers. Is there a specific CSM field that stores this information? Can it be audited?

Based on the documentation I've seen it looks like all the accept/reject options do is trigger a change to the case state to closed for accept or open for reject. I imagine there must be an event log for this. Does anyone know where this is?

[Arpan Baishya · Accepted solution]

Hi @Christopher Sik,

 Here's something I found -

If there's no Active Escalation or Active Account Escalation on a Case record, then you could take a look at the 'Auto close' field which would get set to true (default value: false) when a solution is proposed. When the solution is accepted, the value stays true. When the solution is rejected, the value goes back to false.

Also, based on what I saw, if the solution is rejected, the Action Status value gets set to 'Needs Attention', and as a result, the Auto close value doesn't get set to true again when the agent proposes a solution for the second time or thereafter.

If there's an Active Escalation or Active Account Escalation on a Case record, then the state field may be your best bet.

Sharing some screenshots with you for your reference for three different cases. I have marked the relevant Case field changes.

Hope this helps.

[Christopher Sik]

Per Arpan's explanation, " take a look at the 'Auto close' field which would get set to true (default value: false) when a solution is proposed. When the solution is accepted, the value stays true. When the solution is rejected, the value goes back to false."

So to see accepted cases you'd need to create widget/filter to show case records resolved with auto-close=true that also got closed before the auto-close window expired. 

[Christopher Sik]

I'll be honest though, I am still trying to figure out using filters how to determine the actual length in days between a case being resolved and then closing.

[Christopher Sik · Accepted solution]

Actually, I think this does the trick. Here is a screenshot of my filter:

[StephenL_at_SAS]

thank you very much!  I tried this and it works!