Guidance Required: Move Request and RITM to On Hold Instead of Canceled on Manager Rejection

[akanksha_204]

Currently, when the manager rejects the approval, the Request and RITM are automatically moving to Closed Rejected / Canceled / Closed Incomplete, and the RITM is also getting canceled. I understand this is OOTB behavior.

However, as per the client requirement, when the manager rejects the approval, the Request and RITM should move to On Hold (Pending) instead of being canceled or closed.

After that, the Support group will review the ticket, move it to In Progress, and then the approval should be triggered again to the manager.

Since I am new to this, could you please guide me on the recommended approach?

• Should this be handled using Flow Designer, Workflow, or a Business Rule?

• At which table level should the change be implemented (Approval, RITM, or Request)?

• How can we prevent the OOTB cancellation and instead move the records to On Hold?

• How can we trigger the approval again once the Support group moves the ticket to In Progress?

• If possible, please share a sample script or reference for implementation.

This will help me implement the requirement correctly.

[Dr Atul G- LNG]

Hi @akanksha_204 

This is not the expected way to use request management. The standard out-of-the-box (OOTB) approach is that when a request is rejected, its lifecycle ends—and that is the correct behavior. We should stick to the OOTB process. Adding custom states like “pending” or “on hold” is not a good practice and creates significant technical debt, so it should be avoided.

[Tanushree Maiti]

I second with  Dr Atul G- LNG . 

If Approver is rejecting a request, it should be terminated instead of fulfiller (here support team) working on that OR triggering another approval.

It would be a bad practice.

I will also recommend, if approver rejects, end the request's lifecycle.