Awaiting Acceptance state trigger configuration

[teduard]

dear all!
I would like to ask whether there is a way to control the number of case rejections?
what I mean is that we have a requirement which says that once the case has been put to "Awaiting acceptance" status by clicking "Close Complete" the user allowed to either accept/reject the solution, but in case it is rejected and lets say agent provides the solution and by setting the case to  "Close Complete" it won't trigger "Awaiting acceptance" workflow again, the aim is to restrict users to one case rejection 
I know that once the case is in "Awaiting acceptance" status and clicking on "Close Complete" once again would actually closes it which would actually serve the purpose, but if am not mistaken a notification would be triggered which is avoidable in our case
thank you!

[Csilla]

This depends on the requirements you have and what you want to achieve 🙂 eg what status your team would like to use for the scenario when you want to proceed with the closure again? we know the notification should not be triggered a second time  but the decision about the status, how you want to proceed with the closure it's something you have to clarify and confirm with the business.

[teduard]

you are totally right!
the aim is to close complete the case on the second time and thus put the case in closed complete status
what we want to achieve is to use the awaiting acceptance workflow as it provides the possibility for the user to react on the provided solution, but we would like to limit such possibility to 1, meaning the second time the solution will be provided the agent will set the status to closed complete which has to close the case permanently without triggering awaiting acceptance workflow
as by OOB each time you select closed complete status it triggers awaiting acceptance workflow, like endlessly 🙂  
  

[Csilla · Accepted solution]

In our environment we don't use this OOB awaiting acceptance workflow (maybe we don't use the module related to it, not sure) the solution would be though to modify the trigger condition of the workflow or if the workflow is triggered by an event then the BR.

So basically what you need

• a custom field (can be a calculation suggested earlier, maybe that's not needed or a simple yes and no field First Acceptance = Yes) t
• Update the workflow and / or a BR to update the custom field 
  for ex the field gets updated after the case is moved to Closed complete stage (First Acceptance = No)  
• modify the trigger of the awaiting acceptance workflow to run only according to the custom field created (eg when First Acceptance is Yes for example)

[teduard]

well noted!
thank you very much Csilla! 🙂