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.

[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]

Thanks, Arpan for the thorough explanation! I figured there was some way to use the field logic to get at this information. I'll give it a try and see what kind of data I get.

PREVIEW

[Arpan Baishya]

My pleasure. I hope it gets you closer to what you're looking to achieve.

[StephenL_at_SAS]

This is useful. 

It sounds like you're saying we can use the 'auto close' field = true to mean the case went to Resolved state (agent proposed solution) before going to Closed.

But how to differentiate between cases that were auto-closed (by the system in 10 days) versus ones where customers clicked Accept Solution (like on service portal)?