Track Rejected HR Cases

[Marty Bright]

I would like to report on, or track HR Cases that have been rejected by the customer. One idea would be to create a field on the HR Case table that shows the number of times a case has been rejected. I am having difficulty figuring out when the customer is rejecting the case resolution on the portal. Could someone tell me what table contains data showing when a case has been rejected or what process is being triggered when a case is rejected? How does your organization report on case rejections?

Thanks,

Marty

[Marty Bright]

To make sure I understand, are you saying that the HR Case Acceptance or Rejection, OOB, does nothing more than change the case state? And the only way to track it would be to  track when the case changes state (ex from resolved to closed complete)?

[Marty Bright · Accepted solution]

My solution to this was to create a new field on the case for called case rejection count. Then on the HRI Case user acceptance workflow, I added a script to increment the case rejected count. 

[RichardSaunders]

add Run Script to HRI workflow rejection branch 

// Assuming 'current' refers to the record being worked on in the workflow
var gr = current;  // 'current' is the record context in the workflow

// Initialize u_rejection_count to 0 if it's not already set
if (!gr.u_rejection_count) {
    gr.u_rejection_count = 0;
}

// Increment the rejection count by 1 every time this script runs
gr.u_rejection_count += 1;

// Save the updated record
gr.update();

Create field on appropriate tables u_rejection_count