HR Case User Acceptance - Reporting on 'rejections'?

[KennonJ]

Hi - I would like to track which HR Cases were 'rejected' by the user during the User Acceptance process after a case is Closed Complete or Closed Incomplete.

I know the state doesn't go to "rejected" (ours just goes back to Work in Progress), so it's hard to distinguish which ones were rejected at some point.

Any pointers?

Thanks!

[Omkar Mone]

Hi 

The answer in this link looks similar to what you expect.

https://community.servicenow.com/community?id=community_question&sys_id=49af058bdb82b780fb115583ca96...

Hope this helps.

Regards

Omkar Mone

[Sufiyan Memon]

Hi KennonJ,

You can create a Client Script that will run on change of state field. You can check that oldValue was "awaiting acceptance" and newValue is "Work in Progress". If condition is true you can track it and work on it that you want to do.

I just created a demo script for you.

Please mark as correct if it resolve your issue or let me know if further explanation needed.

Thanks

[Rob Sestito]

Hey KennonJ, going to respond to your comment in an old post onto yours.

No - from what I have seen, this is not a report coming from PA - although, I am sure it is something that can be built there. To report off of this, you would possibly want to create a custom field that collects the rejection count.

So, for my instance I created a true/false field called Case has been rejected. Then I wrapped it in the BR you saw from that old post:

(I would also throw in a UI Policy for when this field is visible - if you want it to be or not).

Then I have another custom integer field to grab the rejection counts, which is called Case Rejection Count. And within the same BR as above, you can add the the following script:

current.u_case_has_been_rejected += 1;

Now, when the case is rejected, the field will become true and the case count will be captured:

Again, I would wrap a UI Policy to show/hide these two fields to only show at a certain time. No need to have them there 100 Percent of the case life.

Now to report off the count, you can do so since there is an actual field.

Rejecting the Case again:

Showing a simple list view report:

Hope I have helped, if you decide to use this method.

Cheers!

-Rob