Best practices on reopening Service Request?
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09-16-2024 12:14 AM
What is the best practices on reopening Service Request?
Today in our org, we ask to reopen a new request if the old request is not fulfilled as per expectation but users are complaining that they have to again wait for a long time to fulfil get their request fulfilled. So they want an option of reopening. In case of reopening, we see challenges as request is workflow driven, so which record to open? REQ/RITM/x number of SCTASKS?
How are you handling this today? What are the best practices around this?
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09-16-2024 01:02 AM
Hi @Suggy
Practically there is no way to reopen any closed record neither INC not the REQ. and in your case Reopening of REQ is not possible and not recommend. If the old request not fulfilled properly, user ned to raise a new request only.
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09-16-2024 02:07 AM
I think it's best practice to break down a single service request into multiple service requests and create an "order guide."
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09-16-2024 10:50 AM
How is this linked to my question 🙂
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09-16-2024 08:15 PM
Re-requests are not possible "OOTB". To reduce the waiting time, we recommend splitting the current service request into smaller service requests and allowing the service requests to be executed mid-request.
Order Guides are a feature that allows you to execute the split service requests at once.
