Accept/Reject Completion of a Request or Request Item

[Emma-lee Ward]

We're looking at implementing an accept/reject stage upon completion of a request (similar to incident) to capture if the customer is satisfied that the order has been delivered entirely, before moving the request to closed.

We've begun templating this based from existing email actions and business rules in the system but it will require some changes to the Request Workflow OOB as we understand. 

Has anyone attempted to do something similar with the sc_request table and has it been successful?

Any advice would be great, thanks.

[Allen Andreas]

Hi,

I don't see where you'd need to touch the request workflow, if it's a request item and the user is simply saying they approve or reject it. You may not be able to use the approval system, as this requires at a minimum an approver license...but you can perhaps email them whether they approve or not, use a template in the email such as an HTML "mailto" and have that reply back to the system whether they approve or not, and work that out through an inbound action etc...or...simply email them that it's ready for their final review, they go to SN, to the RITM level...and are presented with a UI action button(s) that says Approve Reject and have them click one of those. Reject can either end the whole thing right there...or you can have the workflow look for that and re-route it back through...approve ends it.

Something like that?

Please mark my reply as Helpful/Correct, if applicable. Thanks!

[Emma-lee Ward]

Thanks Allen, you are right that we are not looking at using the approval system but embedding a confirmation of Yes/No into the email notification. 

I think the best resolution we have so far is to add an additional stage to REQ and RITM so there is a pending Delivered stage before being Completed.

[Allen Andreas]

That sounds like a good idea and that way it's a more organized process that can be implemented across other items and all that too.

Please mark my other reply as Helpful/Correct, if it helped you solve your situation.

Thanks!