send email when RITM is rejected

[shaik23]

Hi all,

i have given a link below, this is actuall requirement.

https://www.servicenow.com/community/itsm-forum/reset-workflow-for-req-and-ritm-and-approvals/m-p/30...

As Atul suggested this is not recommended, i want to suggest my client a alternate thought.
Like when a RITM is rejecting so it should ask for worknotes so the approver can enter some rejection reason, then after giving rejection reason add the worknotes to email and send to user.

please suggest me is this alternate approach is good.

Suggest me.

thanks.

[Mark Manders]

You should always inform you end users on the progress, so they know about what is going on. That means that rejection also should be communicated. The rejection should always have a reason and that reason (in my opinion) should be copied to the notes on the RITM when it is being closed/canceled.

So yes, this is the way to go: ask the approver for a reason and copy that reason to the requestor.

[shaik23]

Hi @Mark Manders, Hope you saw my requirement thorugh URL link.
Can i suggest this to my client instead of their requirement ? if you have any other approach let me know.

[Mark Manders]

As I already said: yes, this is the way to go.