How to know HR cases REJECT Acceptance by users

[akhila13]

How to know HR cases REJECT Acceptance by users

[Rahul Jain11]

Could you please brief more about the requirement.

Thanks

[Akhila22]

For HR case an employee was able to Accept/ Reject the solution. once the employee reject the solution the hr case will ho to in progress state. is there any option to know when the  hr tickets are being reopened by the employees or with a color code differentiator

[Rahul Jain11]

I would say don't close the HR cases permanently until user accept the solution. You could an intermediate state called "Resolved", where user see the Accept/Reject options.

If user selects the Reject then change state to "In Progress"

If user selects the Accept then close the case and make in inactive.

Thanks

[Rob Sestito]

Not sure if this has been figured out on your end or not - but I will share with you what I have built within our company's instance to do the Accept/Reject HR Case Completion.

With the system's OOB Email to Accept / Reject the completion to an HR Case, I noticed that it needed the Email Templates to be created as well to be shown within the actual email notification. So I created two email templates (attached). Then within your Email Notification for Accepting/Rejecting HR Case Completion, you would insert the templates you created - here is what mine looks like (attached). Now along with all of this, I also created an Inbound Email Action to take on the entire task. The inbound email action is called, Accept / Reject Resolution HR Case - and looks like this (attached).

For us, The Assigned To person for the HR Case clicks on the UI Action 'Resolve Case'. When this takes place, the system sends the 'Accept/Reject Email Notification' to the user, all while putting the HR Case in the 'Awaiting Acceptance' state. If the user Accepts the resolution, they click on the Accept Link within email they receive, and that opens up a reply on their end automatically. Their reply is sent back to the Case and the Case automatically closes. If the user Rejects the resolution by using the Reject Link, the email is sent back to the system telling it so, and puts the Case back to WIP state and sends a notification to the person in the Assigned To field.

I also made it so, incoming reply emails to HR Cases that are already closed DO NOT reopen them. Seems a bit silly to have an inactive Case be reopened from an incoming email reply by the end user. However, we still want and need to know if an end user is emailing in to an inactive Case. So, I changed the inbound action to at least accept the incoming email and record it to the Case activity, as well as still notify the Assigned To and Assignment Group. That way, multiple Case workers are seeing if/when the end user emails in to Closed Cases and can reach back out to them directly via Phone call (or a new email from our Call Center).

I hope this helps you in some way - please let us know!

Thanks,

-Rob