Claim following a RITM

[Karine_M]

Hello,
For certain service requests (RITM), we would like to give our customers the option to file a "complaint" once the request is closed.
It can happen that the customer made a mistake in their initial request or that the request was not fully processed. Often, they reply to the ticket, but since it is closed, the response doesn't always reach the teams.

Is there a module or ticket type to manage this type of feedback on service requests?
How do you handle this type of feedback on your end?

regards,

Karine

[Ankur Bawiskar]

@Karine_M 

nothing available OOTB for this.

My thoughts as per best practices

-> don't reopen closed REQ or RITMs

-> ask them to open an incident or raise a new request for this

if you still want to customize then check this link

How to reopen the RITM once we set it 'Closed Incomplete' by workflow ? And after that need to creat... 

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Karine_M]

Thanks Ankur for your feedback.
We don't want to reopen the RITM (Request for Intervention and Management) and we're looking for the most appropriate ticket type to allow the customer to respond to a closed request without opening an incident (the fact that they're not satisfied doesn't mean the work wasn't done correctly or that something isn't working/no longer works).

Regards,

Karine

[Ankur Bawiskar]

@Karine_M 

your requirement is very much specific to your customer.

Please discuss with your business stakeholders and perform proper requirement gathering for this and then build the solution.

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏