Allow requestor to close or resolve a request

Alex275
Tera Expert

‎08-14-2020 08:57 AM

Hi, 

I have a requirement to allow a end-user (non-itil user) to closed or reopened a request before the request is "Closed Complete". 

I think about add a new stage in my workflow ("Resolved") before "Closed Completed" and create a catalog task on this stage. 

I will create a widget on the portal to add two buttons on a "Resolved" request available for the requestor : Close and Reopen. When the requestor click on close button the task will be close and the request will be in state "Closed Completed", if the requestor click on reopen, I will create a new catalog task. 

Do you think it's possible to do something like this ? Or is it something easier to do in order to allow a requestor to close a request ? 

I don't want to give itil role or approver role to end-user. 

 

Thanks in advance, 

Regards, 

Alexandre

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Willem
Giga Sage
Giga Sage

‎08-14-2020 09:10 AM

Why do you want to let an end-user set it to Closed complete? If they request something and not all task are done for it, how can it be complete? And what do you want to do with any unfinished tasks? If you cancel them, you will have an issue with your other requirement on the reopening..

I would say an end-user would only be allowed to cancel the request. Otherwise it is up to the process to set it to Closed complete.

 

If I order a book from Amazon. I cannot set the order to complete when it is not delivered at my home. I can however cancel the process. They will then cancel all tasks and I will get a refund. After cancelling, I cannot reopen the order again... I can only create a new order.

 

Let me know what you think and what the business requirement behind this is. If we understand better, I think in the end you get a better answer ????

Alex275
Tera Expert
In response to Willem

‎08-14-2020 09:31 AM

Hi Willem, 

Thanks for your answer. 

Actually, we need to wait that the end user confirms the request has well been delivered. For example, it's like if Amazon asks you if you have indeed received your book (some e-sites ask this kind of confirmation). 

  • If the user doesn't answer back, the request is automatically closed within a few days.
  • If he answers that he received the item, the request is closed.
  • If he answers that he hasn't received the item, a new task needs to be created in order to check the process of the request. 

 

Maybe the solution that I presented is not good and I need to implement it in another way but I don't know how to do it. 

 

Thanks in advance, 

Regards 

Alexandre

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