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

[asifnoor]

Generally, sysapproval_approver table contains all approval requests for the case. When it is rejected, you could see its associated value in the state column as rejected.

Approval_for contains the case reference.

[Marty Bright]

When I check the sysapproval_approver table it does not contain any HR Case rejections, only cancelled HR Cases.  Are HR Case Approvals and HR Case Acceptance the same thing?

[asifnoor]

It's the same. Approval is created for hr case with the value of state column set to requested. When it's rejected, the value of state column changes to rejected. Mark the comment as a correct answer and also helpful if it helps.

[Prateek kumar]

Nope they are not the same.

HR acceptance is the state and it doesnot have anything to do with approval.

You can run a report on the HR case table and add a filter to track down rejected/accepted cases.

https://docs.servicenow.com/bundle/helsinki-performance-analytics-and-reporting/page/use/reporting/t...