What will happen to the primary ticket if resolution provided is not Accepted

[Ion_]

When Needs resolution review on Universal Request is checked, and when the department agent closes the primary ticket, the Universal Request does not get closed.
Universal Request state remains in In Progress, and the state reason changes to Confirm Response. This notifies the tier 1 agent (Routing agent) to either Accept or Reject the resolution provided in the primary ticket before closing the Universal Request for the requester.
What will happen to the closed primary ticket if resolution provided is not Accepted/ set the UR state to "Action Required".

[Amitoj Wadhera · Accepted solution]

Hi @Ion_ ,

In ServiceNow's Universal Request (UR) module, when "Needs resolution review" is checked and the department agent closes the primary ticket, the Universal Request does not automatically close. Instead, the Universal Request remains in the "In Progress" state with the state reason set to "Confirm Response." This triggers a notification to the tier 1 agent (Routing agent) to either accept or reject the resolution provided in the primary ticket before the Universal Request can be closed.

Here’s what happens in different scenarios involving the resolution review:

1. **If the Resolution is Accepted**:
- The Universal Request is moved to the "Closed" state.
- The primary ticket remains closed as initially set by the department agent.
- The requester is informed that their issue has been resolved and the request is closed.

2. **If the Resolution is Rejected**:
- The Universal Request state is set to "Action Required."
- This typically means that the primary ticket may need to be reopened or further action is required on the primary ticket to resolve the issue satisfactorily.
- The department agent or the appropriate team is notified to take further action on the primary ticket.

3. **If the Universal Request is set to "Action Required"**:
- The primary ticket status may need to be manually managed based on the organization's process and workflows.
- Depending on the configuration, setting the UR to "Action Required" might trigger an automated process to reopen the primary ticket or notify the responsible team to take additional steps to address the issue.

4. **What happens to the Closed Primary Ticket**:
- If the resolution provided is not accepted and the UR state changes to "Action Required," the primary ticket’s status might require manual intervention to reopen it or to continue working on it.
- The system may have workflows or automation rules set up to handle this, such as reopening the primary ticket or creating follow-up tasks.
- The exact behavior depends on the specific configurations and customizations in the ServiceNow instance.

**Recommendations for Handling Rejection and Action Required States**:

- **Clear Communication**: Ensure that the communication between the tier 1 agent and the department agent is clear regarding why the resolution was rejected and what additional actions are required.
- **Workflow Automation**: Implement automated workflows to handle the reopening of the primary ticket if the UR state is set to "Action Required." This reduces manual intervention and ensures that the issue is promptly addressed.
- **Training and Documentation**: Provide training for agents on how to handle scenarios where the resolution is rejected and ensure that documentation is available for the process.

In summary, if the resolution provided in the primary ticket is not accepted and the UR state is set to "Action Required," the primary ticket will typically need further action. This can involve reopening the ticket or taking additional steps to resolve the issue, ensuring that the requester's issue is ultimately addressed to their satisfaction.

If you find my response helpful, please consider marking it as the 'Accepted Solution' and giving it a 'Helpful' rating. Your feedback not only supports the community but also encourages me to continue providing valuable assistance.

Thanks,

Amitoj Wadhera

[vallikapulu]

Hi @Amitoj Wadhera ,

Thank you so much for the details provided. is there any documentation on this to refern further?
And for reopening the primary ticket ,
Do we have any workflows or automation rules set up already from OOB ?

[vallikapulu]

Hi @Amitoj Wadhera ,

Thank you so much for the details provided. is there any documentation on this to refern further?
And for reopening the primary ticket ,
Do we have any workflows or automation rules set up already from OOB ?