Add Accept or Reject to Req Item

[Burhan Shah]

Hello Community,

We have an audit observation over service requests. They want us to add an incident-type resolution to service requests once a consultant closes the service requests.

They aim to have a user confirmation on the access he requested.

Is there a way to add this?

Regards,

Burhan

[Mark Manders]

Anything can be added. You can just copy the 'resolve' functionality into the requested items, so you are no longer closing them, but putting them on 'on hold' awaiting confirmation (or customize further to put 'resolved' in as option). This can turn out to be a lot of customization, depending on your setup. I know of clients that have one flow per catalog item, because the party implementing it, didn't know how to make it more dynamic. 

The question is how many end users will confirm it. Looking at several clients, the number of incidents and cases (on which confirmation is asked) that were closed by the system without confirmation is 95%+. If it's an audit thing, you will probably have to go for it, but maybe limit it to certain catalog items? Does an 'I need a new mouse' request really need confirmation?

[Burhan Shah]

Hi Mark,

Thank you so much for taking the time and reply to my query.

Actually, as per the audit notes, we just need a user confirmation stage only on one catalog item which will be System Access. As they want the user to confirm the access receipt.

[Mark Manders · Accepted solution]

Does this item have a separate flow, or are you just using a generic one?

To have it work 'like' the resolution on incidents, you could just create or use the flow for just this one item. 
Depending on how you are handling the RITM's (just the state field, or ui actions or any of the other solutions that are possible), create a new status 'awaiting confirmation' or something like that, or use the existing 'pending' (if you have logic behind that, don't use it).

On your flow for this item, make sure the 'closed' options can't be selected manually (hide the choices on the state field, or the ui actions if you use those), just your 'awaiting' option.

In the flow, put in a 7 day wait after this is choice is selected (you can also add emails/reminders) and after 7 days close it, adding to the comments 'closed because of no response of request for confirmation'. That way you can show the audit that the confirmation was asked, without getting a system full of open RITM's.

On the 'confirmation' side you will need to put in some logic that they can reply via email, or push a button or whatever, to get there input into the RITM and if acknowledged, close the RITM.

[Burhan Shah]

Thanks again Mark.

I believe by this way, we can meet the requirements.