ESC > My Tasks > Open > Accept Resolution - how to disable this functionality?

[Don Dom]

Hello

Where are I find a configuration to "not allow users to have ability to "Accept or Reject" the "Closed Completed" HR Case?

Please Advise 🙂

Thx

[Dom Gattuso · Accepted solution]

@Don Dom  - Looks like there is a ServiceNow Knowledge article on this: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0790045.

I have not personally ran into this myself so I don't know if disabling the business rule will work for you, but it's worth a shot. 

Hope that helps. 

[Dom Gattuso · Accepted solution]

@Don Dom  - Looks like there is a ServiceNow Knowledge article on this: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0790045.

I have not personally ran into this myself so I don't know if disabling the business rule will work for you, but it's worth a shot. 

Hope that helps. 

[michaelj_sherid · Accepted solution]

@Don Dom although this KB will work, there is a configurable way to do this in a HR Case. All you have to do is go to the HR Service Configuration and select the case option "Skip automatic user acceptance state". This allows you do do this on a HR Service basis so you can determine which ones you want to skip the Acceptance state. I recommend using this approach since this is a no-code solution.

Regards,

Mike

[Don Dom]

I did like that 🙂 works ! Thank you !

[michaelj_sherid]

@Don Dom Glad to help. 

Have a Happy Holiday!