How to send an approval to HR agent manager when agent accidentally change case to Closed Incomplete

Aditya Banka
Kilo Expert

3 weeks ago

Hello Geeks,

We have a use case where an HR agent accidentally moved an Onboarding LCE case to Closed Incomplete, which resulted in the new hire being unable to complete the tasks assigned to them.

 

We also have a valid scenario where agents should be able to move the LCE to Closed Incomplete when a new hire decides not to join. So, we cannot completely restrict agents from changing the state.

 

Is it possible that whenever an agent tries to change the state to Closed Incomplete, an approval request is sent to the HR Agent Manager? The system should wait for approval—if the manager approves, the case state should move to Closed Incomplete; if the manager rejects, the state should remain unchanged.

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abirakundu23
Giga Sage

2 weeks ago

Hi @Aditya Banka ,
Yes, this is the best-recommended process approach. Before an LCE case is moved to Closed Incomplete, it should require approval. Please proceed with the implementation to prevent accidental closure of cases as Closed Incomplete.
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