Awaiting Acceptance state trigger configuration

[teduard]

dear all!
I would like to ask whether there is a way to control the number of case rejections?
what I mean is that we have a requirement which says that once the case has been put to "Awaiting acceptance" status by clicking "Close Complete" the user allowed to either accept/reject the solution, but in case it is rejected and lets say agent provides the solution and by setting the case to  "Close Complete" it won't trigger "Awaiting acceptance" workflow again, the aim is to restrict users to one case rejection 
I know that once the case is in "Awaiting acceptance" status and clicking on "Close Complete" once again would actually closes it which would actually serve the purpose, but if am not mistaken a notification would be triggered which is avoidable in our case
thank you! 

[Susan Britt · Accepted solution]

You are correct about it still sending the notification, since it still went to Awaiting Acceptance again.  I think the easiest way to accomplish this and it be scalable could be to:

1). Add a custom true/false field on the HR Case table (default to false)

2) Create a business rule on the HR Case table that sets the field to true once the state changes from Awaiting Acceptance to Work In Progress (i.e., resolution rejected)

3) Update the condition on the HRI User Case Acceptance workflow (OOB workflow that is sending the notification and auto-closing if not replied to in X number of days) to include that field being false (i.e., the case has not been rejected previously)

This does have a risk of someone accidentally changing the state from Awaiting Acceptance and manually back to WIP.  Your business rule could confirm the state change and that is was made by the Opened for...?

[Susan Britt · Accepted solution]

You are correct about it still sending the notification, since it still went to Awaiting Acceptance again.  I think the easiest way to accomplish this and it be scalable could be to:

1). Add a custom true/false field on the HR Case table (default to false)

2) Create a business rule on the HR Case table that sets the field to true once the state changes from Awaiting Acceptance to Work In Progress (i.e., resolution rejected)

3) Update the condition on the HRI User Case Acceptance workflow (OOB workflow that is sending the notification and auto-closing if not replied to in X number of days) to include that field being false (i.e., the case has not been rejected previously)

This does have a risk of someone accidentally changing the state from Awaiting Acceptance and manually back to WIP.  Your business rule could confirm the state change and that is was made by the Opened for...?

[teduard · Accepted solution]

appreciate the detailed instruction, it gave me a much better overview