Best practices on reopening Service Request?

Suggy
Giga Sage

‎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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Sumanth16
Kilo Patron

‎09-16-2024 01:21 PM

Hi @Suggy ,

Hi  ,

If you would go with best practice, I would not recommend doing that. Requests are workflow driven and re opening that is not a best practice.

You can reopen an incident ticket but catalog requests are not suggested to be re opened.

Probably user should raise a incident if the request is not fulfilled properly.

This link also might help you with the reason.

 

If I could help you with your Query then, please hit the Thumb Icon and mark it as Correct !!

 

Thanks & Regards,

Sumanth Meda