HRC - user leaves comment on the portal but does not rejects the case

[Paulina]

Hi,

We have issue with user behavior. I am looking for inspiration.

We send out notification on Awaiting acceptance. User goes to the portal, leaves comment but does not click on 'Reject' solution. DO you have similar issue? Do you have any ideas how to overcome it?

- are you changing settings on the portal so each comment reopens the case?

- do you have any pop up saying that you should update your Acceptance task?

- did you disable Comments on the portal when case is 'Awaiting acceptance', so users need to go to 'Tasks'.

Looking forward to hearing form you.

[Ankur Bawiskar]

@Paulina 

it all depends on customer requirement and your issue is very common user behavior.

You can't force users to click Reject while they adding comments

Each customer implements this with different requirement considering what their stakeholders require

My thoughts

1) Train your users about the feature and they should add comment and click Reject

OR

2) Disable comments on "Awaiting Acceptance" cases to prevent noise. Use UI policies or client scripts on the portal forms to disable the comment box until the acceptance action is completed.

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Ankur Bawiskar]

@Paulina 

Hope you are doing good.

Did my reply answer your question?

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[Paulina]

@Ankur Bawiskar thanks for answering.

When you disable 'Additional comments' - do you also leave any message on the portal hat user needs to navigate to 'Tasks'? how user would know how to reopen the case

[Ankur Bawiskar]

@Paulina 

may be show some message to them on portal

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏