Awaiting Acceptance state trigger configuration

teduard · ‎09-21-2023

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 · ‎09-22-2023

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)

View solution in original post

manjusha_ · ‎09-21-2023

@teduard

Notification should get triggered or not ?what is your requirement

What is the trigger condition of your notification?

Thanks,

Manjusha Bangale

teduard · ‎09-21-2023

what I meant is when agent click on close complete the second time, the awaiting acceptance workflow not being triggered and the case being closed completely

Csilla · ‎09-21-2023

Hi,
You may create a custom field (like the incident reopen count) and make it 1 if the task got reopened. You can modify then the trigger condition for the notification to send the notification only if the reopen count is zero.

This should make the trick 😉

teduard · ‎09-21-2023

thank you very much for your quick reply!

I am a little bit new to this, could you please advise further on the method

in this case what would actually happen is that the state would change back and forth from "work in progress" to "awaiting acceptance "