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07-20-2022 09:04 AM
Hello All,
Do we have any process or best practices around re-opening the closed request. This is necessary when the request is closed without completing the fulfillment at the satisfaction of the requestor.
Please suggest.
Regards
Saranesh
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07-20-2022 09:14 AM
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.
Mark as correct and helpful if it solved your query.
Regards,
Sumanth

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07-20-2022 09:14 AM
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.
Mark as correct and helpful if it solved your query.
Regards,
Sumanth