Hi @Popat420 ,
- Awaiting Acceptance: The Opened for person must accept the HR case before it can proceed. For example, a Request for Onboarding case was opened for a hiring manager. The hiring manager must accept the case before it can move to the next state.
If a user closes a case, the system changes the state to "Awaiting Acceptance" via (Add User Acceptance State) business rule below:
https://<instance-name>.service-now.com/nav_to.do?uri=sys_script.do?sys_id=725330019f22120047a2d126c42e70fa
Once the case state transitions to "Awaiting Acceptance" there is an OOB Workflow that is attached by business rule (Trigger Awaiting Acceptance Workflow).
This business rule is designed to notify the user to review and accept or reject the resolution or reopen the case if needed. If the case is accepted, the state changes to "Closed Complete". If there is no response within two business days, the case closes automatically. If the user rejects, the workflow is designed to place the case state into "Work In Progress".
Also, Refer to the Support KB :
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0790045
The OOB HR Service configuration offers Case Options to not have the case go to Awaiting Acceptance. This can be configured for the HR Service by selecting the "Skip Automatic User Acceptance State" as seen below. This is configured for each HR Service, so you have flexibility on which HR Services will use this Case Option.
