Hi Experts,
When end users submit requests through the ESS portal, they can only see the status of their request. Some of our workflows include approval steps, and occasionally these approvals are pending for extended periods.
As per our ITIL process, we do not want to expose who the request is currently assigned to or waiting on. However, I would like to provide the end user with more meaningful information than just the status.
Has anyone faced a similar scenario? What solutions have you implemented to enhance transparency without compromising process integrity? I’m particularly interested in ideas for displaying additional context or progress indicators in the portal widget under My Requests > Requested Item.
I've attached a screenshot for reference. Any suggestions or examples would be greatly appreciated!
Thanks in advance.
